Help Desk Representative

In this Help Desk Representative position based in Frisco, TX, you will support customers by diagnosing ATM issues, coordinating communications across internal teams, and managing service interactions through calls, tickets, and multiple support systems.

Location and Schedule

Frisco, TX (Hybrid)

• Shift: 1pm to 10pm
• Hybrid schedule: 3 days in the Frisco office, 2 days working from home

Key Responsibilities

• Understand the current state of ATMs to diagnose problems and support resolution.
• Use appropriate language and terminology for internal and external customers to interpret issues and provide feedback for further research.
• Serve as a liaison between Technical Support, Account Managers, and other Cardtronics personnel for escalated customer issue resolution.
• Create, review, and close tickets while maintaining accurate customer records.
• Answer inbound calls from clients, customers, and external vendors.
• Follow a call tree to transfer calls to the appropriate department based on the caller’s condition.
• Deliver efficient productivity and superior quality service in a fast-paced environment.
• Handle customer calls related to in-service and Regulation E / Card Trace.
• Make outbound calls to clients, customers, and external vendors as needed.
• Provide basic troubleshooting and ask probing questions to assist clients and service vendors during on-site support.
• Work multiple systems simultaneously while maintaining accurate updates.
• Handle internal and external reports and status updates.
• Monitor multiple email boxes and respond accurately within Service Level Agreements.
• Follow up on open investigations to ensure smooth handling and accurate closure.
• Complete special projects as assigned by management.

Required Qualifications

• Education: High School diploma or equivalent (Bachelor’s degree preferred).
• Experience: 1 year of prior customer service or 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.
• Proficiency with MS Outlook, Word, and Excel.
• Ability to type at least 50 wpm.
• Ability to demonstrate independent decision-making skills.
• Ability to work various shifts, including days, evenings, weekends, and holidays.
• Must pass all applicable background screening tests.

Tools and Technologies

• Microsoft Office
• ADP Self Service
• CORE
• Device Manager
• Windows XP Operating Systems
• MS Outlook
• Word
• Excel

Benefits

• Medical Insurance
• Dental Insurance
• Life Insurance
• Vision Insurance
• Short/Long Term Disability
• Paid Vacation
• 401k