Bilingual (French/English) ATM Support & Service Coordinator

NCR Atleos•Frisco, TX

23d•$22 - $25•Hybrid

About The Position

We are seeking a highly organized and customer‑focused Bilingual French/English ATM Support & Service Coordinator to join our operations team. This role is responsible for monitoring ATM performance, coordinating service requests, supporting clients and technicians, and ensuring timely issue resolution. The ideal candidate is proactive, detail‑oriented, and comfortable managing multiple queues while delivering exceptional customer service in a fast‑paced environment.

Requirements

Fluent in French and English (required).
1+ years of experience in customer service, call center operations, dispatch coordination, or technical support.
Strong verbal and written communication skills.
Ability to multitask and work efficiently in a fast‑paced, high‑volume environment.
Proficiency in Microsoft Office Suite (Outlook, Excel, Word) and comfort using ticketing or CRM systems.
Strong attention to detail, problem‑solving abilities, and follow‑through.

Nice To Haves

Experience in ATM operations, financial services, field service coordination, or incident management.
Familiarity with service dispatch workflows or service‑level agreements (SLAs).
Prior experience handling technical support triage or multi‑queue communication channels.

Responsibilities

ATM Monitoring & Ticket Management Run and review daily reports to identify ATM issues and take necessary action.
Open service tickets for maintenance as needed and ensure proper documentation.
Follow up with dispatch teams and maintenance providers, escalating issues as required.
Close service tickets upon completion of work and verify accuracy of service details.
Maintain accurate and up‑to‑date customer and ticket records.
Client & Technician Communications Contact client sites via phone or email to notify them of ATM issues or gather additional information.
Handle inbound calls from clients reporting ATM issues, opening tickets and/or transferring to Technical Support as appropriate.
Respond to client inquiries about ATM performance or reporting details.
Manage incoming calls from field technicians and route them to the correct support teams.
Inbox & Call Routing Management Monitor and manage a shared service inbox; respond promptly to service requests and open tickets as needed.
Follow call tree protocols to correctly route calls based on issue type or urgency.
Provide efficient, high‑quality customer service during high‑volume or time‑sensitive periods.
Additional Responsibilities Deliver accurate and timely handling of Card TRACE calls from customers.
Maintain productivity targets and quality standards.
Work collaboratively with internal teams to support smooth operations and continuous improvement.