Key Responsibilities

• Service Ticket Management:
• Monitor and handle incoming service requests for equipment repairs and field interventions due to malfunctions or failures
• Register service requests in the internal ERP system and ensure accurate documentation
• Coordination & Support:
• Collaborate with the technical servicing team to ensure efficient daily management of the product fleet (e.g., ATM network, cash management machines, etc.)
• Act as a liaison between external service partners and internal technicians to facilitate smooth execution of interventions
• Track and oversee the planning and progress of support activities, ensuring timely updates to field technicians via email, phone, or video calls
• Technical Troubleshooting:
• Assist in diagnosing and troubleshooting electronic systems and subsystems in a controlled lab environment
• Identify unrepairable equipment and escalate as necessary
• Support computer hardware troubleshooting and software updates, following documented instructions or guidance from senior technical personnel
• Expertise & Training:
• Serve as the subject matter expert on the operation, capabilities, and maintenance of assigned electronic equipment
• Provide operational training to supervisors and field technicians when necessary
• Maintenance & Process Improvement:
• Follow standardized maintenance procedures and ensure required parts and tools are available for efficient repairs
• Identify recurring field maintenance or operational issues and recommend improvements to streamline processes and enhance efficiency

Requirements

• Technical diploma in a relevant field
• 1-2 years of experience in Operations, IT support, or Technical Help Desk functions. (Experience in help desk services, large-scale customer support, or back-office technical support is a plus.)
• Prior experience in technical rollouts is preferred
• Proficiency in Microsoft Office tools and ERP/ticketing systems
• Strong written and verbal English communication skills
• Ability to communicate effectively with peers, supervisors, and customers
• Willingness to travel for training purposes or work where Mellon Albania operates
• Must hold a valid driver's license with a clean driving record.

Soft Skills

• Excellent communication skills (both verbal and written)
• Strong customer service orientation and ability to manage client expectations
• Analytical and problem-solving mindset
• Attention to detail and commitment to quality service delivery
• Leadership potential with a proactive and team-oriented attitude
• Ability to work under pressure while maintaining a positive and solution-driven approach

Benefits

• Opportunities to evolve into an international hyper-technological working environment
• A people-oriented organization which fosters professional growth
• Competitive salary
• Training and development opportunities