Customer Advocate Specialist

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.

Support Center Representative

Location: Frisco, TX

*** 2nd Shift (1:00pm to 10:00pm) ***

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Ability to understand the current state of ATMs to fully diagnose problems for resolution

• Adjust language and terminology to the needs of the customer (internal and external) in a professional manner to interpret and provide feedback for further research

• Act as a liaison between Technical Support, Account Managers and other Cardtronics personnel to help resolve escalated customer issues

• Create, review and close tickets and maintain accurate customer records

• Answer inbound calls from clients, customers, and external vendors

• Ability to follow call tree to accurately transfer calls to the appropriate department based on the condition of the caller

• Provide efficient productivity and superior quality service while working in a fast-paced environment

• Ability to effectively handle in user and Regulation E/Card Trace calls from customers

• Make outbound calls to clients, customers, and external vendors

• Provide basic troubleshooting and ask probing questions to assist clients and service vendors while on site

• Ability to work multiple systems simultaneously  

• Handle internal/external reports and status updates

• Monitor multiple email boxes and ensure accurate and precise responses within Service Level Agreements

• Follow-up on open investigations to ensure smooth handling and accurate closure

• Assume special projects as required by management

• Escalation liaison between service vendor and support center

• Works on escalating service calls open for over 24 hours

• Works on major ATM reporting

*** 2nd Shift (1:00pm to 10:00pm) ***

SYSTEMS INVOLVED

• Microsoft Office

• ADP Self Service

• CORE

• Device Manager

• Windows XP Operating Systems

EDUCATION, EXPERIENCE & REQUIREMENTS

• Bachelors' degree preferred, 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.

#LI-CB1 #LI-HYBRID

Offers of employment are conditional upon passage of screening criteria applicable to the job.

Full time employee benefits include:

• Medical Insurance

• Dental Insurance

• Life Insurance

• Vision Insurance

• Short/Long Term Disability

• Paid Vacation

• 401k

EEO Statement
NCR Atleos is an equ