Tech Support Analyst - Level I
Frisco, TX

Job Description

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 Technical Support Analyst represents the technical support team by providing technical support for Automated Teller Machine (ATM) equipment across the U.S. in a high level capacity.

ESSENTIAL DUTIES AND RESPONSIBILITIES

* Provide technical phone support to ATM Owners & Operators;
* Answer incoming calls to the Merchant Services Technical Support queue.
* Assist customers with basic hardware/software support and hardware replacement.


* Make outbound calls to customers to troubleshoot/resolve technical issues.
* Identify parts required and order/request parts.
* Provide repair quotes to customers for parts and labor.
* Offer upgrades & warranties to customer.


* Create/Work service event records in CORE to track field service calls.
* Bind DES keys.
* Provide basic communications support (LAN, Dial, CDMA).
* Participate on technical support projects team.
* 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.

SYSTEMS INVOLVED

* Fiserv Device Manager
* CDSN
* CORE
* Microsoft Office
* ADP Self Service

EDUCATION, EXPERIENCE & REQUIREMENTS

* High school diploma or equivalent required.
* Must have 2 years of experience in the electronics field.
* Solid independent decision-making skills.
* Must possess strong problem solving skills.
* Excellent organizational and time management skills.
* Working knowledge of Windows operating systems. Proficient in MS Outlook, Word and Excel.
* Ability to type a minimum of 30 wpm.
* Field experience preferred.
* Bilingual proficiency in Spanish, a plus.
* Must be able to successfully pass all applicable background screening tests.
* Must have excellent communication skills, both written and oral.

About Cardtronics

EOE/Minorities/Females/Vet/Disability

Location: U.S. in Frisco, TX