Help Desk Representative Hybrid Frisco, TX

About NCR AtleosNCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe. NCR Atleos was ranked #12 in Newsweek’s prestigious 2025 Top 100 Global Most Loved Workplaces list.Help Desk RepresentativeLocation: Frisco, TX***1pm to 10pm shift, Hybrid work schedule: 3 days in Frisco office, 2 days work from home**ESSENTIAL DUTIES AND RESPONSIBILITIESAbility to understand the current state of ATMs to fully diagnose problems for resolutionAdjust language and terminology to the needs of the customer (internal and external) in a professional manner to interpret and provide feedback for further researchAct as a liaison between Technical Support, Account Managers and other Cardtronics personnel to help resolve escalated customer issuesCreate, review and close tickets and maintain accurate customer recordsAnswer inbound calls from clients, customers, and external vendorsAbility to follow call tree to accurately transfer calls to the appropriate department based on the condition of the callerProvide efficient productivity and superior quality service while working in a fast-paced environmentAbility to effectively handle in user and Regulation E/Card Trace calls from customersMake outbound calls to clients, customers, and external vendorsProvide basic troubleshooting and ask probing questions to assist clients and service vendors while on siteAbility to work multiple systems simultaneouslyHandle internal/external reports and status updatesMonitor multiple email boxes and ensure accurate and precise responses within Service Level AgreementsFollow-up on open investigations to ensure smooth handling and accurate closureAssume special projects as required by managementSYSTEMS INVOLVEDMicrosoft OfficeADP Self ServiceCOREDevice ManagerWindows XP Operating SystemsEDUCATION, EXPERIENCE & REQUIREMENTSBachelors' 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 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.#LI-CS1#LI-hybridOffers of employment are conditional upon passage of screening criteria applicable to the job.Full time employee benefits include:Medical InsuranceDental InsuranceLife InsuranceVision InsuranceShort/Long Term DisabilityPaid Vacation401kEEO StatementNCR 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.By applying to NCR Atleos jobs, you acknowledge that the terms of the NCR Atleos Applicant Privacy Notice (Applicant Privacy Policy | NCR Atleos) will govern the collection and use of your Personal Data. This notice supplements NCR Atleos Privacy Policy, which is available at to Third Party AgenciesTo ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes. #J-18808-Ljbffr NCR Atleos