Help Desk Representative

Job Title

Position Summary & Key Areas of Responsibility

The position requires the ability to act as a single point of contact for NCR Atleos customers with Incident Management Services. 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. Monitor ATM networks. Determine priority based on problem information and documented guidelines; provide accurate solutions to user problems. 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; update work orders and provide status information. Escalate customer problems both internally and externally, when required and according to defined escalation paths. Acquire and maintain current knowledge of relevant product offerings and support policies. Enhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches. Participate in team projects that enhance the quality or efficiency of the Service desk. Work with other Support Specialists in order 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; participate in special projects as assigned to continuously improve processes, tools, systems and organization. Requires rotation in work hours involving weekend, holiday or extended hours.

Basic Qualifications

• Bachelor's degree
• Bilingual (English/French)
• 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

• 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

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.