Help Desk Representative

. Understand the current state of ATMs to diagnose problems for resolution .

Posted 9/25/2026full-timeFrisco • Texas • United StatesJuniorWebsite

Key responsibilities & impact

Understand the current state of ATMs to diagnose problems for resolution
Adjust language and terminology to customer needs and provide feedback for further research
Liaise between Technical Support, Account Managers, and other Cardtronics personnel to resolve escalated customer issues
Create, review, and close tickets and maintain accurate customer records
Answer inbound calls from clients, customers, and external vendors
Follow call trees to transfer calls to the appropriate department
Provide efficient productivity and quality service in a fast-paced environment
Handle end-user and Regulation E/Card Trace calls
Make outbound calls to clients, customers, and external vendors
Provide basic troubleshooting and ask probing questions to assist clients and service vendors onsite
Work with multiple systems simultaneously
Handle internal/external reports and status updates
Monitor multiple email boxes and provide accurate responses within Service Level Agreements
Follow up on open investigations through accurate closure
Assume special projects as required by management

What you’ll need

High School diploma or equivalent required
1 year prior customer service/call center work experience required; preferably in a technical environment
Previous handling of inbound and outbound call center phones preferred
Working knowledge of Windows XP operating systems
Proficient in MS Outlook, Word, and Excel
Ability to type a minimum of 50wpm
Demonstrate independent decision-making skills
Ability to work various shifts, including days, evening, weekends, and holidays
Must be able to successfully pass all applicable background screening tests
Bachelor's degree preferred

Comp & perks