Help Desk Representative II Frisco, TX Hybrid

NCR Atleos•Frisco, TX

23h•$18 - $19•Hybrid

About The Position

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access with 20,000 employees optimizing branches, improving operational efficiency, and maximizing self-service availability for financial institutions and retailers globally. NCR Atleos was ranked #12 in Newsweek’s 2025 Top 100 Global Most Loved Workplaces® list. NCR connects people to cash where they shop, work, and live, supporting over 237,000 ATMs globally and partnering with retailers, financial institutions, and prepaid card programs to provide seamless, surcharge-free access to cash. This role is for a detail-oriented and customer-focused Help Desk II professional to support ATM operations and provide technical assistance to internal and external stakeholders. It requires strong diagnostic skills, clear communication, and the ability to manage multiple systems and tasks in a fast-paced environment.

Requirements

High School diploma or equivalent required
Minimum 1 year of customer service or call center experience, preferably in a technical support environment
Experience handling inbound and outbound calls in a call center setting
Proficiency in Windows XP and Microsoft Outlook, Word, and Excel
Ability to type at least 50 words per minute
Strong decision-making and problem-solving skills
Flexibility to work various shifts, including evenings, weekends, and holidays
Must pass applicable background screening

Nice To Haves

Bachelor’s degree preferred

Responsibilities

Diagnose ATM issues by understanding current device states and providing accurate resolutions.
Communicate effectively with internal and external customers, adjusting language and tone to meet their needs.
Act as a liaison between Technical Support, Account Managers, and other Cardtronics personnel to resolve escalated issues.
Create, review, and close support tickets while maintaining accurate customer records.
Answer inbound calls from clients, customers, and external vendors.
Follow call trees to route calls appropriately based on caller needs.
Handle Regulation E/Card Trace inquiries with professionalism and accuracy.
Make outbound calls to clients, customers, and vendors for follow-up and troubleshooting.
Provide basic technical support and ask probing questions to assist field technicians.
Work across multiple systems simultaneously to resolve issues.
Monitor and respond to multiple email inboxes within defined SLAs.
Manage internal/external reports and provide timely status updates.
Follow up on open investigations to ensure resolution and closure.
Participate in special projects as assigned by management.