Help Desk Representative III

* 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
* Bachelors' degree preferred;
High School diploma or equivalent required.
* 1 year prior customer service/call center work experience preferred; 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.
* Bilingual in Spanish or French is a plus.
* Medical Insurance
* Dental Insurance
* Life Insurance
* Vision Insurance
* Short/Long Term Disability
* Paid Vacation
* 401kA career at NCR Atleos means embracing our innovative culture and values, seeking new adventures and carving your own path.
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