Customer Support Specialist II

2 weeks ago

Frisco, Texas, United States NCR Atleos Full time
About NCR Atleos

NCR Atleos, based in Atlanta, is a prominent entity in enhancing financial accessibility. Our committed workforce of 20,000 professionals optimizes branch operations, boosts efficiency, and maximizes self-service options for financial institutions and retailers worldwide.

Position: Support Center Representative II

Location: Frisco, TX

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

NCR facilitates convenient ATM cash access in various locations, including retail and workplace environments. We are at the intersection of retailers, financial institutions, prepaid card initiatives, and their shared clientele. NCR services approximately 237,000 ATMs across North America, Europe, Asia-Pacific, and Africa. Our efforts drive customer traffic for leading retailers, enhance ATM branding for card issuers, and expand surcharge-free cash access for cardholders, ensuring that cash is accessible when and where it is needed.

KEY RESPONSIBILITIES
  • Assess the current condition of ATMs to accurately diagnose issues for resolution.
  • Adapt language and terminology to meet the needs of both internal and external customers professionally.
  • Serve as a bridge between Technical Support, Account Managers, and other NCR personnel to resolve escalated customer concerns.
  • Create, review, and close service tickets while maintaining precise customer records.
  • Handle incoming calls from clients, customers, and external vendors.
  • Follow the call tree to transfer calls accurately to the appropriate department based on the caller's needs.
  • Deliver efficient productivity and exceptional service quality in a fast-paced environment.
  • Manage user inquiries and Regulation E/Card Trace calls from customers effectively.
  • Initiate outbound calls to clients, customers, and external vendors.
  • Provide basic troubleshooting and ask probing questions to assist clients and service vendors on-site.
  • Utilize multiple systems concurrently.
  • Manage internal/external reports and status updates.
  • Monitor various email accounts, ensuring accurate and timely responses within Service Level Agreements.
  • Follow up on open investigations to ensure smooth handling and accurate resolution.
  • Take on special projects as directed by management.
***Available Shifts: 1st, 2nd & 3rd (dependent on team)***

TECHNOLOGIES USED
  • Microsoft Office Suite
  • ADP Self Service
  • CORE Systems
  • Device Management Tools
  • Windows XP Operating Systems
EDUCATION, EXPERIENCE & REQUIREMENTS
  • Bachelor's degree preferred; High School diploma or equivalent required.
  • Minimum of 1 year experience in customer service or call center roles, preferably in a technical setting.
  • Prior experience managing inbound and outbound call center communications preferred.
  • Familiarity with Windows XP operating systems and proficiency in MS Outlook, Word, and Excel.
  • Typing speed of at least 50 words per minute.
  • Demonstrated independent decision-making capabilities.
  • Flexibility to work various shifts, including days, evenings, weekends, and holidays.
  • Successful completion of all applicable background screening tests is required.
BENEFITS FOR FULL-TIME EMPLOYEES:
  • Medical Insurance
  • Dental Insurance
  • Life Insurance
  • Vision Insurance
  • Short/Long Term Disability
  • Paid Vacation
  • 401k Plan
EEO Statement
NCR Atleos is an equal opportunity employer. We are committed to hiring, training, promoting, and compensating associates based on their job-related qualifications, abilities, 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 our preferred supplier list. Please refrain from forwarding 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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