Help Desk Representative

TITLE: Help Desk Representative (II)

GRADE: 7

Position Summary & Key Areas of Responsibility

• Position requires the ability to act as single point of contact for NCR Atleos Financial customers with Incident Management Services

• 7x24 monitoring of customers ATM/ABM network across Canada, which includes six different time zones

• 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

• Determine alert priority based on documented processes and guidelines

• 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, as required and according to defined escalation paths

• Acquire and maintain current knowledge of relevant product offerings and support policies

• Participate in special projects as assigned to continuously improve processes, tools, systems and organization

• Enhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches

• Work with 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

• Requires rotation in work hours involving weekends and holidays

Basic Qualifications

• Bachelors degree
• Bilingual (English/French)
• The candidate will have an aptitude for providing positive customer service and good communication skills (written & spoken)
• Knowledge of Automated Banking Machines (ATM/ABM)
• 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