Bilingual - ATM Helpdesk Support Specialist

 Dolphin Debit, a full-service ATM management company and wholly owned subsidiary of Euronet Worldwide (EEFT), has an exciting role for a bilingual ATM Service Support Specialist to add to our Monitoring and Dispatch Team to assist in supporting our expansion into Latin America. This team member will be a liaison between our company and its clients, service providers, as well as assisting our internal customers. The successful candidate will be able to accept ownership for effectively monitoring the Mexico ATM Fleet and assisting with our US Fleet, solving customer issues, handling complaints, and inquiries, keeping customer satisfaction at the core of every decision and behavior.  

Responsibilities  

• Corresponding with clients, customers, both internal and external, service providers, over the phone, email, online chat, to provide solutions that fit individualized situations and prioritize the customers' needs at each step of the process. 

• Monitoring activity, identifying issues with our ATM fleet via various applications. 

• Analyze service activity, complaints or concerns to determine root cause and take best course of action to provide timely resolution. 

• Escalates calls to supervisor when necessary and appropriate. 

• Tracks call-related information for auditing and reporting purposes. 

• Maintains and updates customer information as necessary  

• Generate service reports as requested 

• Calmly attempts to resolve and de-escalate any issues  

 Schedule:  

• 8 hour shifts Weekdays 

• 5–8 hour shifts Weekends  

• Some evening and weekend work required 

Monitoring and Dispatch Department Hours of operation:   

• Monday to Friday 6am –7pm,  

• Saturday and Sunday 8am –5pm 

Requirements

•  High School Diploma or GED required; some college or actively in college preferred 

•  Fluency in English and Spanish to professional standards

•  Excellent customer service skills and attitude 

•  Phone-related customer service a major plus  

•  Familiarity with Microsoft Windows, Outlook, Word, and a good working knowledge of Excel. 

•  Attention to detail and quality focused 

•  Previous experience, especially in the ATM, Electronic Payments or FI industry preferred 

•  Ability to multi-task in a fast-paced environment. 

Benefits

• 401(k) Plan
• Health/Dental/Vision Insurance
• Employee Stock Purchase Plan
• Company-paid Life Insurance
• Company-paid disability insurance
• Tuition Reimbursement
• Paid Time Off
• Paid Volunteer Days
• Paid Holidays
• Casual Office Attire
• Plus many more employee perks & incentives!

We are an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, genetic information, protected veteran status, or any other characteristic protected by law.