Help Desk Representative Hybrid Frisco, TX

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.

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