Help Desk Representative II

NCR Atleos • Frisco, TX

86d

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. The Support Center Representative position is located in Frisco, TX, with 1st, 2nd & 3rd shifts available depending on the team.

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.

Benefits

• Medical Insurance
• Dental Insurance
• Life Insurance
• Vision Insurance
• Short/Long Term Disability
• Paid Vacation
• 401k

What This Job Offers

• Education Level: High school or GED