Customer Care Advocate

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.

Customer Care Advocate

NCR Atleos makes ATM cash access convenient where people shop, work, and live. NCR Atleos is at the convergence of retailers, financial institutions, prepaid card programs, and the customers they share. NCR Atleos provides service to approximately 237,000 ATMs in North America, Europe, Asia-Pacific, and Africa. Whether NCR Atleos is driving foot traffic for top retailers, enhancing ATM brand presence for card issuers or expanding card holders' surcharge-free cash access; NCR Atleos is convenient access to cash, when and where consumers need it. NCR Atleos is where cash meets commerce.

The Support Center Lead Agent drives the day-to-day workflow and problem-solving for a team of customer service representatives (CSR's) in the Support Center by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Create and maintain active-duty assignment list for all agents on assigned team.

• Regularly check for broad system outages and - when found - coordinate with multiple other departments to investigate and resolve any issues.

• Pull reports based on Incident Impact and delegate assignments to agents.

• Monitor multiple emails distribution lists and ensure accurate and precise responses within Service Level Agreements.

• Follow-up on open investigations to ensure smooth handling and accurate closure.

• Monitor and participate in the team phone queue, balancing which agents are off the phone and personally taking calls as necessary.

• Handle Escalated issues and calls.

• Support other Support Center teams by offering leadership and escalation assistance as needed (Canada Retail, US Retail, CUFI, ATM As A Service).

• Act as a liaison between Technical Support and other NCR Atleos personnel to help resolve escalated customer issues.

• Communicate complex and technical information clearly and concisely, adjusting language and terminology to the needs of the customer (internal and external) and management.

• Process service tickets and maintain accurate customer records.

• Assume special projects as required by management.

SYSTEMS INVOLVED

• Microsoft Office

• Excel Skills must be Intermediate or higher

• ADP Self Service

• Terminal Monitoring

• ATM VPN system

• CORE

• Device Manager

• Windows XP Operating Systems

• Service Provider Portals

EDUCATION, EXPERIENCE, and/or REQUIREMENTS

• Bachelors' degree preferred; High School diploma or equivalent required.

• Previous customer service experience required (minimum 2 years).

• Bilingual (Spanish, French), a plus.

• Must have excellent communication skills, both written and oral.

• Solid independent decision-making skills.

• Must possess strong problem-solving skills

• Excellent organizational and time management skills.

• Working knowledge of Windows XP operating systems, proficiency in MS Outlook, Word and Excel.

• Knowledge of database trouble ticket systems; experience with ATMMP system preferred.

• Given the business need, ability to workdays, evenings, weekends, holidays and overtime on a fully flexible schedule.

• Ability to type a minimum of 35 wpm.

EOE/Minorities/Females/Vet/Disability

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.

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.