Help Desk Representative II Frisco, TX Hybrid

NCR Atleos•Frisco, TX

4d•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. We are seeking a detail-oriented and customer-focused Help Desk II professional to support ATM operations and provide technical assistance to internal and external stakeholders. This role 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; Bachelor’s degree preferred.
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.
Offers of employment are conditional upon passage of screening criteria applicable to the job.

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.