Help Desk Representative II Frisco, TX Hybrid
NCR Atleos is a leader in expanding financial access, headquartered in Atlanta. They are seeking a detail-oriented Help Desk Representative II to support ATM operations and provide technical assistance to both internal and external stakeholders in a fast-paced environment.
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
Skills
- 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
- Bachelor's degree preferred
Benefits
- Medical Insurance
- Dental Insurance
- Life Insurance
- Vision Insurance
- Short/Long Term Disability
- Paid Vacation
- 401k
Company Overview