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Customer Support Analyst - ATM Services

https://www.citi.com/ Logo

Citi

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Location:
India , Chennai

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Customer Support Analyst - ATM Services is responsible for ATM monitoring and comprehensive ticket management of Citibank’s ATMs. This role requires close collaboration with various Citigroup technology, operations teams, and external vendors globally. You will be instrumental in directing vendors and other support teams on the current status of ATMs, providing end-to-end ticket oversight, and ultimately driving issues to final resolution. A critical aspect of this role involves providing excellent customer service, supporting inbound and outbound calls, live chat, and email communications, accurately documenting all customer concerns, and assisting with inquiries related to Global ATMs and door poppers. This role is ideal for a results-driven, proactive team player who is committed to excellence in service delivery. This role requires adherence to day/swing shift schedules, US hours.

Job Responsibility:

  • ATM monitoring and comprehensive ticket management of Citibank’s ATMs
  • Direct vendors and other support teams on the current status of ATMs
  • Provide end-to-end ticket oversight and drive issues to final resolution
  • Provide excellent customer service, supporting inbound and outbound calls, live chat, and email communications
  • Accurately document all customer concerns
  • Assist with inquiries related to Global ATMs and door poppers
  • Manage all inbound and outbound calls in strict adherence to established procedures
  • Report and proactively follow up on aging and reoccurring ATM issues
  • Act as a key technology advocate for business and customers
  • Effectively monitor and manage all incoming tickets, email communications and live chats
  • Continuously monitor all ATM monitoring applications, promptly escalating any identified issues
  • Effectively communicate issue statuses and updates
  • Perform remediation of incidents and ATM errors
  • Review and optimize current workflow processes
  • Undertake any other responsibilities assigned by Lead or Manager
  • Stay current with all procedures

Requirements:

  • Strong communication skills in english, both verbal and written
  • Ability to work various shifts, including 2nd and 3rd shifts, and up to one weekend day
  • Ability to follow complex and unique processes and adapt to changes rapidly
  • Analytical thought processes to resolve issues in a variety of complex and often unique situations
  • Ability to manage multiple issues concurrently in a fast-paced, deadline-driven environment
  • Superior organizational skills
  • Strong problem-solving abilities and meticulous attention to detail
  • Prior experience in a call center and customer service environment is required

Additional Information:

Job Posted:
April 23, 2026

Work Type:
On-site work
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