Technical Support Analyst II
Frisco, TX

Job Description

Making 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 services 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.

As part of our technical support team, you will be providing technical support for Automated Teller Machines (ATM) equipment across the U.S. in a high level capacity.

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

* Provide technical phone support to technicians and dealers.
* Answer incoming calls to the technician and dealer Technical Support queues.
* Able to participate in an after-hours support rotation defined by a predetermined schedule.
* Able to participate in a weekend shift rotation as defined by predetermined schedule.
* Identify parts required and order/request parts.
* Provide repeat behavior assistance to other operations teams.
* Create technical documentation or instructions that clearly convey a process.
* Act as a liaison between technical support, operations, ATM engineering, and Cardtronics' EFT.
* Provide intermediate communications support (LAN, Dial, CDMA).
* Serve as a backup on technical support projects team.
* Provide beginner to intermediate Advanced Functionality ATM support to other operational teams.
* Supports Analyst I representatives by being 1st line escalation.
* 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
* Great Plains (Microsoft Dynamics GP)
* Microsoft Office

EDUCATION, EXPERIENCE & REQUIREMENTS:

* High school diploma or equivalent required.
* Bachelors degree or technical certifications a plus
* 2+ years of experience in the ATM or POS field preferred, but not required
* Solid independent decision-making skills.
* Must possess strong problem solving skills.
* Excellent organizational and time management skills.
* Working knowledge of Windows XP operating systems. Proficient in MS Outlook, Word and Excel.
* Ability to type a minimum of 30 wpm.
* Bilingual proficiency in Spanish, a plus.
* Must be able to successfully pass all applicable background and drug screening tests.
* Must have excellent communication skills, both written and oral.

SUPERVISORY RESPONSIBILITIES: No

Why join us?

Great company culture - Our values drive our daily interactions with one another, with our customers, and with our partners.

* Competitive Compensation
* Health/Dental/Vision Insurance
* Flexible Spending Account (FSA)
* Paid Time Off
* 401K with Company Matching
* Life and AD&D Insurance (company paid)
* Short & Long-Term Disability Coverage (company paid)
* Employee Assistance Programs

About Cardtronics

EOE/Minorities/Females/Vet/Disability

Location: U.S. in Frisco, TX