Apply on Employer Site

NCR Atleos · 4 hours ago

Help Desk Representative III

Frisco, TX

Full-time

Hybrid

Entry, Mid Level

1+ years exp

NCR Atleos is a leader in expanding financial access, headquartered in Atlanta. They are seeking a Help Desk Representative III to assist agents with questions, handle daily schedules, monitor quality assurance, and provide support in a fast-paced call center environment.

BankingFinTech

Responsibilities

Assist Agents with questions and escalations

Handle Daily schedule such as lunches and breaks

Quality Assurance monitoring on agents

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

Qualification

Customer service experienceTechnical troubleshootingWindows XP knowledgeMS Outlook proficiencyBilingual in SpanishFrenchIndependent decision-makingTyping speed 50wpm