Job Information
NCR Atleos Helpdesk Representative in GIZA, Egypt
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.
Position Summary & Key Areas of Responsibility
Position requires the ability to act as single point of contact for NCR Atleos 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
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 in order 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, systems and organization
Requires rotation in work hours involving weekend, holiday or extended hours
Basic Qualifications
Bachelor’s degree
Bilingual (English/French)
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
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
Offers of employment are conditional upon passage of screening criteria applicable to the job.
EEO Statement
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.
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.