Help Desk Representative III

NCR Atleos•Frisco, TX

2d•Hybrid

About The Position

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. NCR Atleos was ranked #12 in Newsweek’s prestigious 2025 Top 100 Global Most Loved Workplaces® list. Title: Help Desk Rep III Location: Frisco, TX Workstyle: Hybrid (MUST BE ONSITE 3X A WEEK) Rotating 1st and 2nd shift depending on Business needs for 24/7/365 call center support

Requirements

Bachelors' degree preferred; High School diploma or equivalent required.
1 year prior customer service/call center work experience preferred; 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.

Nice To Haves

Bilingual in Spanish or French is a plus.

Responsibilities

Assist Agents with questions and escalations.
Handle Daily schedule such as lunches and breaks
Quality Assurance monitoring on agents
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
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