Help Desk Representative II

NCR Atleos•Frisco, TX

8d•Onsite

About The Position

Support Center Representative Location: Frisco, TX 1st, 2nd & 3rd Shifts Available (dependent on team) ESSENTIAL DUTIES AND RESPONSIBILITIES 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 1st, 2nd & 3rd Shifts Available (dependent on team) SYSTEMS INVOLVED Microsoft Office ADP Self Service CORE Device Manager Windows XP Operating Systems

Requirements

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.

Nice To Haves

Bachelors' degree preferred
preferably in a technical environment

Responsibilities

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