Help Desk Representative II

About NCR Atleos

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. NCR Atleos was ranked #12 in Newsweek’s prestigious 2025 Top 100 Global Most Loved Workplaces® list.

Title: ATM Customer Support Representative

Location: Frisco, TX (Onsite 3x a week) must work 1 weekend day

Position Summary:

At Atleos, we make cash access simple, reliable, and convenient for consumers around the world. As a Customer Support Representative, you will serve as the first point of contact for customers, clients, financial institutions, retailers, and service partners contacting our Support Center.

In this role, you will provide exceptional customer service by answering inquiries, documenting concerns, coordinating service requests, and ensuring issues are routed to the appropriate teams for resolution. Success in this position requires strong communication skills, professionalism, attention to detail, and the ability to remain calm and customer-focused in a fast-paced environment.

This is an excellent opportunity for individuals who enjoy helping others, working in a team-oriented environment, and developing a career in customer operations and support.

Essential Duties & Responsibilities:

• Serve as the first point of contact for inbound customer, client, and vendor inquiries.
• Professionally assist customers experiencing ATM transaction or service-related concerns.
• Accurately document customer interactions and maintain detailed records within internal systems.
• Create, manage, and close service tickets while ensuring data accuracy and compliance with company procedures.
• Gather relevant information and route inquiries to the appropriate support teams for resolution.
• Coordinate with internal departments, service providers, and business partners to facilitate timely issue resolution.
• Handle inbound and outbound communication with customers, clients, financial institutions, and vendors.
• Monitor multiple email inboxes and respond within established service level expectations.
• Follow established processes and escalation procedures to ensure a consistent customer experience.
• Effectively manage difficult customer interactions while maintaining professionalism and empathy.
• Utilize multiple systems simultaneously to research information and support customer inquiries.
• Balance productivity, quality, and customer satisfaction in a fast-paced call center environment.
• Follow up on open cases and investigations to ensure proper resolution and closure.
• Participate in training, continuous learning activities, and special projects as assigned.
• Maintain reliability, punctuality, and adherence to assigned schedules.

Schedule & Work Environment:

• Hybrid work arrangement with both office and remote work requirements.
• Must successfully complete a structured training program.
• Ability to work assigned shifts based on business needs.
• Schedules may include evenings, weekends, and holidays.
• Ability to work in a 24/7 operational support environment.
• Flexibility to adjust to changing business and staffing requirements.

Required Qualifications:

• High School Diploma or GED required.
• Minimum 1 year of customer service experience.
• Experience in a call center, contact center, customer support, retail, hospitality, banking, or related customer-facing environment preferred.
• Strong verbal and written communication skills.
• Ability to remain calm, professional, and customer-focused during challenging situations.
• Strong listening skills with the ability to gather and document accurate information.
• Strong organizational skills and attention to detail.
• Ability to multitask and navigate multiple systems simultaneously.
• Demonstrated problem-solving and independent decision-making abilities.
• Proficiency with Microsoft Outlook, Word, and other Microsoft Office applications.
• Ability to type at least 50 words per minute.
• Ability to work independently and collaboratively within a team environment.
• Strong attendance record and commitment to reliability.

Preferred Qualifications:

• Previous call center or contact center experience.
• Experience supporting customers by phone, email, or chat.
• Experience handling escalated customer concerns.
• Experience working in a fast-paced service environment with established service level expectations.

What Success Looks Like:

• Exceptional customer service skills.
• Professional and positive communication.
• Ability to remain composed during high-stress customer interactions.
• Dependability and accountability.
• Strong attention to detail.
• Effective time management.
• Willingness to learn and continuously improve.
• Ability to work productively in a structured, team-based environment.

Offers of employment are conditional upon passage of screening criteria applicable to the job.

Full time employee benefits include:

• Medical Insurance

• Dental Insurance

• Life Insurance

• Vision Insurance

• Short/Long Term Disability

• Paid Vacation

• 401k

EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

By applying to NCR Atleos jobs, you acknowledge that the terms of the NCR Atleos Applicant Privacy Notice (Applicant Privacy Policy | NCR Atleos) will govern the collection and use of your Personal Data. This notice supplements NCR Atleos Privacy Policy, which is available at www.ncratleos.com/privacy

Statement to Third Party Agencies

To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.