Help Desk Representative Hybrid Frisco, Tx

NCR Atleos•Frisco, TX

5d•Hybrid

About The Position

Help Desk Representative 1st, 2nd & 3rd Shifts Available (dependent on team) Hybrid work schedule - 3 days in office, 2 days work from home Fluent in English and Spanish is a must. NCR Atleos makes ATM cash access convenient where people shop, work, and live. NCR Atleos is at the convergence of retailers, financial institutions, prepaid card programs, and the customers they share. NCR Atleos provides service to approximately 237,000 ATMs in North America, Europe, Asia-Pacific, and Africa. Whether NCR Atleos is driving foot traffic for top retailers, enhancing ATM brand presence for card issuers or expanding card holders' surcharge-free cash access; NCR Atleos is convenient access to cash, when and where consumers need it. NCR Atleos is where cash meets commerce.

Requirements

Fluent in English and Spanish
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 criteria applicable to the job.

Nice To Haves

Bachelors' degree preferred

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