Helpdesk Representative - French speaker

About NCR AtleosNCR 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.Title: Helpdesk Representative – French speakerLocation: Belgrade, Serbia Grade: 7Position Summary & Key Areas of ResponsibilityPosition requires the ability to act as single point of contact for NCR Atleo’s customers with Incident Management ServicesAccountable for continuously receiving and handling high volumes of customer callsResponsible for service requests from customer and resolution of problems; Generate daily and weekly incident reports; Review incident history to determine recurring faultsMonitor ATM networksDetermine priority based on problem information and documented guidelines; Provide accurate solutions to user problemsUse tools to remotely access customer equipment to diagnose and resolve customer problemsDocument, verify and make appropriate corrections to the incident record and customer profile; Updates work orders and provides status informationEscalate customer problems both internally and externally, when required and according to defined escalation pathsAcquire and maintain current knowledge of relevant product offerings and support policiesEnhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approachesParticipate in team projects that enhance the quality or efficiency of the Service deskWork with other Support Specialists in order to coordinate and quickly resolve customer issues; provide regular updates to customers as efforts for resolution progressContribute as a team member; participate in objective setting, performance management, reward and recognition programs; participate in special projects as assigned to continuously improve processes, tools, systems and organizationRequires rotation in work hours involving weekend, holiday or extended hoursBasic QualificationsBachelor’s degreeBilingual (English/French)The candidate will have an aptitude for providing positive customer service and good communication skills (written & spoken)Keyboard proficiency and understanding of Windows-based applications/toolsPreferred QualificationsPrevious experience in a Customer Support and/or Helpdesk environment1+ years of related experienceSelf-driven and results oriented. Ability to work under pressure within flexible working hoursCommunication skills: Ability to effectively communicate with customers while protecting the company's position, ability to gather, organize and present information in a focused and concise manner, ability to listen and foster open communicationOffers of employment are conditional upon passage of screening criteria applicable to the job.Company BenefitsPrivate Health InsuranceEmployee Referral Bonus ProgramWellbeing ResourcesBaby BonusLife, Accident & Disability InsuranceNumerous opportunities for internal career pathing and advancementDiscounts for employees at NCR Atleos partnersEEO StatementNCR 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 AgenciesTo 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.