Senior IT Engineer addressing customer queries and resolving various technical issues at New Charter Technologies. Mentoring helpdesk technicians and overseeing multiple client environments.
About the role
- Help Desk Representative providing support for ATM operations and technical assistance. Communicating effectively with stakeholders and resolving issues in a fast-paced environment.
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.
Requirements
- 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.
Benefits
- Medical Insurance
- Dental Insurance
- Life Insurance
- Vision Insurance
- Short/Long Term Disability
- Paid Vacation
- 401k
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