Help Desk Representative Hybrid Frisco, TX

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

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• Ability to understand the current state of ATMs to fully diagnose problems forresolution
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• Adjust language and terminology to the needs of the customer (internal and external) in a professional manner to interpret and provide feedback for furtherresearch
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• Act as a liaison between Technical Support, Account Managers and other Cardtronics personnel to help resolve escalated customerissues
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• Create, review and close tickets andmaintainaccuratecustomerrecords
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• Answer inbound calls from clients, customers, and externalvendors
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• Ability to follow call tree to accurately transfer calls to theappropriate departmentbased on the condition of thecaller
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• Provide efficient productivity and superior quality service while working in a fast-pacedenvironment
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• Ability to effectively handle in user and Regulation E/Card Trace calls fromcustomers
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• Make outbound calls to clients, customers, and externalvendors
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• Provide basic troubleshooting and ask probing questions toassistclients and service vendors while onsite
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• Ability to work multiple systemssimultaneously
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• Handle internal/external reports and statusupdates
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• Monitor multiple email boxes and ensureaccurateand precise responses within Service Level Agreements
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• Follow-up on open investigations to ensure smooth handling andaccurateclosure
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• Assume special projects as required bymanagement

SYSTEMS INVOLVED

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Microsoft Office

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ADP Self Service

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CORE

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Device Manager

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Windows XP Operating Systems

EDUCATION, EXPERIENCE & REQUIREMENTS

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Bachelors' degree preferred; High School diploma or equivalent required.
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1 year prior customer service/call center work experience required; preferably in a technical environment.
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Previous handling of inbound and outbound call center phones preferred.
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Working knowledge of Windows XP operating systems. Proficient in MS Outlook, Word, and Excel.
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Ability to type a minimum of 50wpm.
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Demonstrate independent decision-making skills.
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Ability to work various shifts, including days, evening, weekends, and holidays.
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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

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Medical Insurance

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Dental Insurance

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Life Insurance

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Vision Insurance

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Short/Long Term Disability

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Paid Vacation

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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.

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