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