Job Description

MELLON Albania, a member of MELLON Group of Companies, was founded in 2004 in Tirana.

Mellon is a pioneer in the payment industry and a pylon technological partner for banking, public sectors and big organizations, offering best in class products for each purpose and a variety of turnkey solutions.

Mellon Albania within the framework of its expansion, seeks to immediate recruit a Operations Coordinator to support and maintain the portfolio of products, such us: cash dispense machines (ATM’s), electronic parcel lockers, cash management machines, as described below:

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