Help Desk Representative II

NCR Atleos•Frisco, TX

1d•Hybrid

About The Position

About NCR Atleos 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. Support Center Representative Location: Frisco, TX, hybrid - 3 days in office, 2 days remote 2nd shift (10am to 7pm or 11am to 8pm) Tues - Sat or Sun - Thurs 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 SYSTEMS INVOLVED Microsoft Office ADP Self Service CORE Device Manager Windows XP Operating Systems EDUCATION, EXPERIENCE & REQUIREMENTS Bachelors' degree preferred, 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. #CB-1 #hybrid Offers of employment are conditional upon passage of screening criteria applicable to the job. Full time employee benefits include: Medical Insurance Dental Insurance Life Insurance Vision Insurance Short/Long Term Disability Paid Vacation 401k EEO Statement NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law. By applying to NCR Atleos jobs, you acknowledge that the terms of the NCR Atleos Applicant Privacy Notice (Applicant Privacy Policy | NCR Atleos) will govern the collection and use of your Personal Data. This notice supplements NCR Atleos Privacy Policy, which is available at www.ncratleos.com/privacy Statement to Third Party Agencies To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes. Help us bring innovation to financial institutions across the globe. At NCR Atleos, you’ll have meaningful and relevant work experiences, with opportunities to learn and make a real contribution. We are dedicated to solving the challenges our customers face through continuous innovation and a commitment to setting the highest standard in self-service banking. A career at NCR Atleos means embracing our innovative culture and values, seeking new adventures and carving your own path.

Requirements

Bachelors' degree preferred, 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.

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