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Help Desk Representative II

4 months ago

Frisco, United States NCR Atleos Full time

About NCR Atleos NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe. Job Title: Help Desk Representative II Location: Frisco, TX Position Summary NCR Atleos makes ATM cash access convenient where people shop, work, and live. At the convergence of retailers, financial institutions, prepaid card programs, and the customers they share, NCR Atleos provides service to approximately 237,000 ATMs in North America, Europe, Asia-Pacific, and Africa. Whether NCR Atleos is driving foot traffic for top retailers, enhancing ATM brand presence for card issuers, or expanding card holders' surcharge-free cash access; NCR Atleos is convenient access to cash, when and where consumers need it. NCR Atleos is where cash meets commerce. Key Areas of Responsibility: Ability to understand the current state of ATMs to fully diagnose problems for resolution. Adjust language and terminology to the needs of the customer (internal and external) in a professional manner to interpret and provide feedback for further research. Act as a liaison between Technical Support, Account Managers and other NCR Atleos personnel to help resolve escalated customer issues. Create, review and close tickets and maintain accurate customer records. Answer inbound calls from clients, customers, and external vendors. Ability to follow call tree to accurately transfer calls to the appropriate department based on the condition of the caller. Provide efficient productivity and superior quality service while working in a fast-paced environment. Ability to effectively handle in user and Regulation E/Card Trace calls from customers. Make outbound calls to clients, customers, and external vendors. Provide basic troubleshooting and ask probing questions to assist clients and service vendors while on site. Ability to work multiple systems simultaneously. Handle internal/external reports and status updates. Monitor multiple email boxes and ensure accurate and precise responses within Service Level Agreements. Follow-up on open investigations to ensure smooth handling and accurate closure. Assume special projects as required by management. Basic Qualifications: Bachelors' degree preferred, High School diploma or equivalent required. 1-year prior customer service/call center work experience required, preferably in a technical environment. Previous handling of inbound and outbound call center phones preferred. Working knowledge of Windows XP operating systems. Proficient in MS Outlook, Word, and Excel. Ability to type a minimum of 50wpm. Demonstrate independent decision-making skills. Ability to work various shifts, including days, evening, weekends, and holidays. Must be able to successfully pass all applicable background screening tests. * 1st, 2nd & 3rd Shifts Available (dependent on team) * #LI-VC1 Offers of employment are conditional upon passage of screening criteria applicable to the job. Full time employee benefits include: Medical Insurance Dental Insurance Life Insurance Vision Insurance Short/Long Term Disability Paid Vacation 401k EEO Statement NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law. Statement to Third Party Agencies To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.