Helpdesk Representative

NCR Atleos

Position Summary & Key Areas of Responsibility:

• Ability to act as single point of contact for NCR Financial customers with Incident Management Services
• Accountable for continuously receiving and handling high volumes of customer calls
• Responsible for service requests from customer 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; Updates work orders and provides 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
• Training of new agents; training of existing agents with new/revised processes
• Assist Level 1 agents in all areas as required
• Assign tasks to agents on schedule as required
• 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 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 and organization
• Requires rotation in work hours involving weekend, holiday or extended hours

Basic Qualifications

• Bachelor s degree
• Bilingual (English/French)
• Previous experience in a Customer Support and/or Helpdesk environment
• 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

• 2+ 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