Help Desk Representative

2 semanas atrás

Buenos Aires, Brasil NCR Atleos Tempo inteiro
Help Desk Representative (English & French) Help Desk Representative (English & French)

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

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
  • Monitoring of customer's 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
  • Requires rotation in work hours involving weekends and holidays

Basic Qualifications

  • Advanced English and French level
  • Previous experience in a Customer Support and/or Helpdesk environment
  • The candidate will have an aptitude for providing positive customer service and good communication skills (written & spoken)
  • Keyboard proficiency and understanding of Windows-based applications/tools

Preferred Qualifications

  • Knowledge of Automated Banking Machines (ATM/ABM)
  • Self-driven and results oriented
Seniority level
  • Seniority level Associate
Employment type
  • Employment type Full-time
Job function
  • Job function Customer Service
  • Industries Banking

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