Help Desk Representative Hybrid Frisco, TX
NCR Atleos · Frisco, United States · 3d ago
About NCR Atleos
NCR 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 Representative
Location: Frisco, TX
***1pm to 10pm shift, Hybrid work schedule: 3 days in Frisco office, 2 days work from home**
ESSENTIAL DUTIES AND RESPONSIBILITIES
Ability to understand the current state of ATMs to fully diagnose problems forresolution
Adjust language and terminology to the needs of the customer (internal and external) in a professional manner to interpret and provide feedback for furtherresearch
Act as a liaison between Technical Support, Account Managers and other Cardtronics personnel to help resolve escalated customerissues
Create, review and close tickets andmaintainaccuratecustomerrecords
Answer inbound calls from clients, customers, and externalvendors
Ability to follow call tree to accurately transfer calls to theappropriate departmentbased on the condition of thecaller
Provide efficient productivity and superior quality service while working in a fast-pacedenvironment
Ability to effectively handle in user and Regulation E/Card Trace calls fromcustomers
Make outbound calls to clients, customers, and externalvendors
Provide basic troubleshooting and ask probing questions toassistclients and service vendors while onsite
Ability to work multiple systemssimultaneously
Handle internal/external reports and statusupdates
Monitor multiple email boxes and ensureaccurateand precise responses within Service Level Agreements
Follow-up on open investigations to ensure smooth handling andaccurateclosure
Assume special projects as required bymanagement
SYSTEMS INVOLVED
Microsoft Office
ADP Self Service
CORE
Device Manager
Windows XP Operating Systems
EDUCATION, EXPERIENCE & REQUIREMENTS
Bachelors' 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-hybrid
Offers of employment are conditional upon passage of screening criteria applicable to the job.
Full time employee benefits include:
Medical Insurance
Dental Insurance
Life Insurance
Vision Insurance
Short/Long Term Disability
Paid Vacation
401k
EEO Statement
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.
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 www.ncratleos.com/privacy
Statement to Third Party Agencies
To 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.