Helpdesk Representative
NCR Atleos
Date: 1 week ago
City: Cape Town, Western Cape
Contract type: Full time
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 Detail
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.
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 Detail
- Understand the role of each team within the department and constantly engage to achieve goals
- Customer Care: Log all inbound, outbound, and ad hoc events
- Communications: Proactively engage with merchants regarding ATMs that are out of service
- Screen and assign all internal and external email/telephone enquiries and requests
- Manage all customer communications and ensure issues are timeously resolved
- Manage all related aspects of cardholder transactions disputes
- Ensure disputes are resolved and reported on within agreed SLAs
- Ensure sufficient receipt paper is provided to all self-cashed merchants and CIT service providers in time, and within the pre-determined cost brackets
- Troubleshoot and resolve ATM issues, including hardware & software components
- Consistently monitor and maintain, and/or improve site and cash centre uptime SLAs
- Monitor, action, and report on critical sites to ensure best resolution
- Raise events for matters that require a sit visit or other intervention
- Practice and facilitate excellent relation building with service providers
- Adhere to guidelines and protocols regarding 3rd party engagements
- Ensure constant revision and refining of processes and procedures
- Follow prescribed channel of communication when making recommendations/escalations
- Report and follow up on system issues and failures
- Be available for the cycle shift work on weekends and public holidays
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.
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