Help Desk Rep II
- 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 ***1st, 2nd & 3rd Shifts Available (dependent on team)*** SYSTEMS INVOLVED
- Microsoft Office
- ADP Self Service
- CORE
- Device Manager
- Windows XP Operating Systems
- 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.
- Medical Insurance
- Dental Insurance
- Life Insurance
- Vision Insurance
- Short/Long Term Disability
- Paid Vacation
- 401k
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