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 for resolution 

• Adjust language and terminology to the needs of the customer (internal and external) in a professional manner to interpret and provide feedback for further research 

• Act as a liaison between Technical Support, Account Managers and other Cardtronics personnel to help resolve escalated customer issues 

• Create, review and close tickets and maintain accurate customer records 

• Answer inbound calls from clients, customers, and external vendors 

• Ability to follow call tree to accurately transfer calls to the appropriate department based on the condition of the caller 

• Provide efficient productivity and superior quality service while working in a fast-paced environment 

• Ability to effectively handle in user and Regulation E/Card Trace calls from customers 

• Make outbound calls to clients, customers, and external vendors 

• Provide basic troubleshooting and ask probing questions to assist clients and service vendors while on site 

• Ability to work multiple systems simultaneously   

• Handle internal/external reports and status updates 

• Monitor multiple email boxes and ensure accurate and precise responses within Service Level Agreements 

• Follow-up on open investigations to ensure smooth handling and accurate closure 

• Assume special projects as required by management 

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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