[]

Cardtronics makes ATM cash access convenient where people shop, work, and live. Cardtronics is at the convergence of retailers, financial institutions, prepaid card programs, and the customers they share. Cardtronics provides service to approximately 237,000 ATMs in North America, Europe, Asia-Pacific, and Africa. Whether Cardtronics is driving foot traffic for top retailers, enhancing ATM brand presence for card issuers or expanding card holders' surcharge-free cash access; Cardtronics is convenient access to cash, when and where consumers need it. Cardtronics is where cash meets commerce.

The Support Representative provides key customer support in the call center by fielding incoming phone calls from customers in the US and Canada

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

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.

About Cardtronics

EOE/Minorities/Females/Vet/Disability