Help Desk Representative - Engineer Technical Apply
Virtual to start but need to be local to Addison TX for when we eventually return to office
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Run reports for monitoring ATMs and open tickets for service as needed.
• Contact sites via email or phone to notify of ATM issues.
• Follow up on service requests with dispatch and maintenance providers- escalating tickets as needed
• Assist with scheduling tech meets between NCR technicians and Cash Loaders
• Close out tickets when service has been completed.
• Work shared email box including responding to requests for service and opening tickets as needed from requests
• Handle phone calls from clients with issues regarding their ATMs needing service
• Handle phone calls from clients with questions on ATM reporting
• Process service tickets and maintain accurate customer records.
• 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 Card TRACE calls from customers.
***1st & 2nd Shifts Available***
SYSTEMS INVOLVED
• Microsoft Office
• ADP Self Service
• CATMPro
• CDS Webtools
• Device Manager
• Microsoft Outlook
• 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.
