Help Desk Representative II

6 days 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.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Escalation liaison between service vendor and support center

  • Meets coordinator between site contacts/3rd party vendors/CIT/service vendor

  • Works on escalating service calls open for over 24 hours

  • Handle internal/external reports and status updates

  • 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 Cardtronics 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

  • 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

***** 1st, 2nd & 3rd Shifts Available (dependent on team) *****

SYSTEMS INVOLVED

  • Microsoft Office

  • ADP Self Service

  • CORE

  • Device Manager

  • Windows XP Operating Systems

EDUCATION, EXPERIENCE & REQUIREMENTS

  • 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.

EOE/Minorities/Females/Vet/Disability

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.

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