Helpdesk Representative
Helpdesk Representative
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
About NCR Atleos
NCR Atleos headquartered in Atlanta is a leader in expanding financial access. Our dedicated 20000 employees optimize the branch improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.
Position Detail
Understand the role of each team within the department and constantly engage to achieve goals
Customer Care: Log all inbound outbound and ad hoc events
Communications: Proactively engage with merchants regarding ATMs that are out of service
Screen and assign all internal and external email/telephone enquiries and requests
Manage all customer communications and ensure issues are timeously resolved
Manage all related aspects of cardholder transactions disputes
Ensure disputes are resolved and reported on within agreed SLAs
Ensure sufficient receipt paper is provided to all self-cashed merchants and CIT service providers in time and within the pre-determined cost brackets
Troubleshoot and resolve ATM issues including hardware & software components
Consistently monitor and maintain and/or improve site and cash centre uptime SLAs
Monitor action and report on critical sites to ensure best resolution
Raise events for matters that require a sit visit or other intervention
Practice and facilitate excellent relation building with service providers
Adhere to guidelines and protocols regarding 3rd party engagements
Ensure constant revision and refining of processes and procedures
Follow prescribed channel of communication when making recommendations/escalations
Report and follow up on system issues and failures
Be available for the cycle shift work on weekends and public holidays
Offers of employment are conditional upon passage of screening criteria applicable to the job.
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.
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.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
