Technical Support Analyst I - CDS

As the global leader in ATM deployment and management, no one operates more ATMs in more locations than NCR Atleos. Our processing network, service delivery platform, operational expertise and scale advantages are being leveraged for cost-effective expansion into new markets of opportunity through both organic growth and targeted acquisitions. NCR Atleos puts a relentless focus on improving the productivity of our ATMs for the benefit of retailers, consumers and financial institutions alike. 

To ensure this high level of productivity, our technical support team maintains extensive and up to date knowledge of NCR, Diebold, Hyosung, Triton, and Genmega ATM’s and how they process with Postillion. Our team also must have extensive knowledge of our Postilion processing platform in order to support the millions of transactions that flow through our system. The Technical Support team operates in an ever-changing, fast-paced environment assisting to correct technical and connectivity issues for all NCR Atleos ATM’s. 

As a Tech Support Analyst, you will be working with our customers and vendors to resolve technical issues with ATM’s (Automated Teller Machines) at every level. This role is essential to the overall goal on improving productivity of our ATM’s.  

Note: Persons on an IT track that wants to stay on an IT track need not apply. The skill set needed for this job is similar but different enough. Every day you would be in this role, you would lose skills that make you an effective IT person. There is no path from this department/role into our IT Team.  

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. 

• Provide technical phone support to customers, vendors, distributors, and ISO’s. 

• Provide technical support to our internal customers utilizing internal systems. 

• Create technical documentation or instructions that clearly convey a technical process that can be used by customers, vendors, and internal operations. 

• Act as a liaison between technical support, operations, ATM engineering, and Cardtronics’ EFT. 

• Provide intermediate communications support (LAN, Dial, CDMA). 

• Understand and communicate complex and technical information clearly and concisely, adjusting language and terminology to the needs of the customer (internal and external) in a professional manner. 

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

• Maintain detailed records of daily interactions with customers, including contact handling and follow up. 

SYSTEMS INVOLVED: 

• Postilion 

• All Microsoft Office Suite 

• QuickBase (user, not managing or setting up) 

• Webtools 

• Service Now 

• Workday 

EDUCATION, EXPERIENCE & REQUIREMENTS: 

• Associate degree or relevant work experience preferred. 

• Bachelor’s degree or technical certifications a plus 

• 2+ years of experience in the ATM or POS field preferred, but not required. 

• 2+ years of customer service experience required. 

• 1+ years of project management a plus. 

• Basic understanding of engineering and technology 

• Basic computer and electronics operations 

• Basic Electro-mechanical operation 

• Basic understanding of networks (TPC/IP, Dial up and CDMA) communications. 

• Solid independent decision-making skills. 

• Must possess strong problem-solving skills. (Active listening, critical thinking, and linear/nonlinear troubleshooting) 

• Excellent organizational and time management skills. 

• Working knowledge of Windows 7/10 & Linux/Unix operating systems.  

• Proficient in all MS Suite products. 

• Ability to type a minimum of 50 wpm. 

• Ability to use Multiple Monitors.  

• Bilingual proficiency in Spanish, a plus. 

• Must be able to successfully pass all applicable background and drug screening tests. 

• Able to participate in a weekend shift rotation as defined by predetermined schedule. 

• Must have excellent communication skills, both written and oral. 

• Experience with Postilion from a client support perspective is preferred. 

PERSONALITY 

People interested in this work like activities that include practical, hands-on problems and solutions. 

Applicants must have the following: 

• Initiative 

• Attention to Detail 

• Integrity 

• Dependability 

• Analytical Thinking 

• The ability to work independently as well in a Team Environment. 

• Adaptability/Flexibility 

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