Help Desk Representative
Help Desk 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.
TITLE: Help Desk Representative (II)
GRADE: 7
Position Summary & Key Areas of Responsibility
- Position requires the ability to act as single point of contact for NCR Atleos Financial customers with Incident Management Services
- 7x24 monitoring of customers ATM/ABM network across Canada which includes six different time zones
- Accountable for continuously receiving and handling high volumes of customer calls
- Responsible for service requests from customers and resolution of problems; Generate daily and weekly incident reports; Review incident history to determine recurring faults
- Determine alert priority based on documented processes and guidelines
- Use tools to remotely access customer equipment to diagnose and resolve customer problems
- Document verify and make appropriate corrections to the incident record and customer profile; Updates work orders and provides status information
- Escalate customer problems both internally and externally as required and according to defined escalation paths
- Acquire and maintain current knowledge of relevant product offerings and support policies
- Participate in special projects as assigned to continuously improve processes tools systems and organization
- Enhance and develop quality support methods and communication skills through coaching feedback and other developmental approaches
- Work with Support Specialists to coordinate and quickly resolve customer issues; provide regular updates to customers as efforts for resolution progress
- Contribute as a team member; participate in objective setting performance management reward and recognition programs
- Requires rotation in work hours involving weekends and holidays
Basic Qualifications
- Bachelors degree
- Bilingual (English/French)
- The candidate will have an aptitude for providing positive customer service and good communication skills (written & spoken)
- Knowledge of Automated Banking Machines (ATM/ABM)
- Keyboard proficiency and understanding of Windows-based applications/tools
Preferred Qualifications
- Previous experience in a Customer Support and/or Helpdesk environment
- 1 years of related experience
- Self-driven and results oriented; Ability to work under pressure within flexible working hours
- Communication skills: Ability to effectively communicate with customers while protecting the companys position ability to gather organize and present information in a focused and concise manner ability to listen and foster open communication
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
