What are the responsibilities and job description for the Help Desk Representative II Frisco, TX Hybrid position at NCR Atleos?
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. NCR Atleos was ranked #12 in Newsweek’s prestigious 2025 Top 100 Global Most Loved Workplaces® list.
Help Desk Representative II
Location: Frisco, Texas (In-office 3 days Remote 2 days)
Shift: Tuesday–Saturday or Sunday - Thurs | Hours: 10:00 AM – 7:00 PM or 11am - 8pm
Work Environment: 24/7/365 support, including holidays
Pay: S18-19 Hourly
About NCR
NCR connects people to cash where they shop, work, and live. Supporting over 237,000 ATMs globally, NCR partners with retailers, financial institutions, and prepaid card programs to provide seamless, surcharge-free access to cash. We are where cash meets commerce.
We are seeking a detail-oriented and customer-focused Help Desk II professional to support ATM operations and provide technical assistance to internal and external stakeholders. This role requires strong diagnostic skills, clear communication, and the ability to manage multiple systems and tasks in a fast-paced environment.
Key Responsibilities
Full Time Employee Benefits Include
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.
By applying to NCR Atleos jobs, you acknowledge that the terms of the NCR Atleos Applicant Privacy Notice (Applicant Privacy Policy | NCR Atleos) will govern the collection and use of your Personal Data. This notice supplements NCR Atleos Privacy Policy, which is available at www.ncratleos.com/privacy
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.
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. NCR Atleos was ranked #12 in Newsweek’s prestigious 2025 Top 100 Global Most Loved Workplaces® list.
Help Desk Representative II
Location: Frisco, Texas (In-office 3 days Remote 2 days)
Shift: Tuesday–Saturday or Sunday - Thurs | Hours: 10:00 AM – 7:00 PM or 11am - 8pm
Work Environment: 24/7/365 support, including holidays
Pay: S18-19 Hourly
About NCR
NCR connects people to cash where they shop, work, and live. Supporting over 237,000 ATMs globally, NCR partners with retailers, financial institutions, and prepaid card programs to provide seamless, surcharge-free access to cash. We are where cash meets commerce.
We are seeking a detail-oriented and customer-focused Help Desk II professional to support ATM operations and provide technical assistance to internal and external stakeholders. This role requires strong diagnostic skills, clear communication, and the ability to manage multiple systems and tasks in a fast-paced environment.
Key Responsibilities
- Diagnose ATM issues by understanding current device states and providing accurate resolutions.
- Communicate effectively with internal and external customers, adjusting language and tone to meet their needs.
- Act as a liaison between Technical Support, Account Managers, and other Cardtronics personnel to resolve escalated issues.
- Create, review, and close support tickets while maintaining accurate customer records.
- Answer inbound calls from clients, customers, and external vendors.
- Follow call trees to route calls appropriately based on caller needs.
- Handle Regulation E/Card Trace inquiries with professionalism and accuracy.
- Make outbound calls to clients, customers, and vendors for follow-up and troubleshooting.
- Provide basic technical support and ask probing questions to assist field technicians.
- Work across multiple systems simultaneously to resolve issues.
- Monitor and respond to multiple email inboxes within defined SLAs.
- Manage internal/external reports and provide timely status updates.
- Follow up on open investigations to ensure resolution and closure.
- Participate in special projects as assigned by management.
- Microsoft Office Suite
- ADP Self Service
- CORE
- Device Manager
- Windows XP Operating Systems
- High School diploma or equivalent required; Bachelor’s degree preferred.
- Minimum 1 year of customer service or call center experience, preferably in a technical support environment.
- Experience handling inbound and outbound calls in a call center setting.
- Proficiency in Windows XP and Microsoft Outlook, Word, and Excel.
- Ability to type at least 50 words per minute.
- Strong decision-making and problem-solving skills.
- Flexibility to work various shifts, including evenings, weekends, and holidays.
- Must pass applicable background screening.
Full Time Employee Benefits Include
- Medical Insurance
- Dental Insurance
- Life Insurance
- Vision Insurance
- Short/Long Term Disability
- Paid Vacation
- 401k
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.
By applying to NCR Atleos jobs, you acknowledge that the terms of the NCR Atleos Applicant Privacy Notice (Applicant Privacy Policy | NCR Atleos) will govern the collection and use of your Personal Data. This notice supplements NCR Atleos Privacy Policy, which is available at www.ncratleos.com/privacy
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.