Help Desk Representative

2 weeks ago

Kuala Lumpur, Malaysia NCR Atleos Full time

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.

TITLE: Help Desk Representative (II)

GRADE: 7

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
- 7x24 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
- Participate in special projects as assigned to continuously improve processes, tools, systems and organization
- Enhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches
- Work with Support Specialists to coordinate and quickly resolve customer issues; provide regular updates to customers as efforts for resolution progress
- Contribute as a team member; participate in objective setting, performance management, reward and recognition programs
- Requires rotation in work hours involving weekends and holidays

Basic Qualifications
- Bachelor’s degree
- Bilingual (English/French)
- Knowledge of Automated Banking Machines (ATM/ABM)

Preferred Qualifications
- Previous experience in a Customer Support and/or Helpdesk environment
- 1+ years of related experience
- Self-driven and results oriented; Ability to work under pressure within flexible working hours
- Communication skills: Ability to effectively communicate with customers while protecting the company's position, ability to gather, organize and present information in a focused and concise manner, ability to listen and foster open communication

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

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.

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.

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