Help Desk Representative Hybrid Frisco, Tx

Help Desk Representative

Location: Frisco, TX Hybrid (3 days in the office, 2 work from home days)

• 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
• Follow the 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
• Effectively handle regulatory 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
• Work multiple systems simultaneously
• Handle internal and 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

• Microsoft Office
• ADP Self Service
• CORE
• Device Manager
• Windows XP Operating Systems

• Bachelor's 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 50 wpm.
• 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.

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

NCR Atleos is an equal‑opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job‑related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.