Customer Service/Help Desk Represtative

• Associate Degree or Technical Diploma
• 1 to 2 year experience in a related field - customer service, technical support
• Proficient in Windows based applications/tools
• Excellent English communication skills (verbal & written)
• Detail oriented & ability to work under pressure
• Ability to work flexible working hours (night and day shift)
• Fresh graduates or candidates without BPO experience are also welcome to apply for this role

• Create action items/tickets to resolve issues and prevent issues & possible re-occurrence
• Follow through on open incidents until closure
• Manage outage situation impacting ATM fleet to ensure that appropriate resolver group are working on the issue and that customer, key stakeholders and all concern parties are updated on the status
• Return customer calls, troubleshoot ATM issue using known solutions, confirm/refine problem information and criticality and route to dispatch queue in field, if necessary
• Utilize support systems, tools, and experience to facilitate a customer solution
• Utilize knowledge of product to resolve ATM problems and avoid Field Engineer dispatch
• Ensure transaction service activities are within Service Level Agreements
• Work in a high volume, limited duration call center environment service as the primary interface to external customers and/or their agents and field support personnel
• Participate in special projects to continuously improve processes, tools, systems, and organization
• Work in an environment that involves rotation in work hours, weekend, or holiday hours and/or may require extended hours as needed to accommodate customer needs

About NCR

NCR solutions run the everyday transactions that make your life easier. NCR is headquartered in Atlanta, Georgia, with nearly 30,000 employees and does business in 180 countries.