Help Desk Representative (French Speaking)

About the role

We are looking for a French‑speaking Help Desk Representative to join NCR Atleos in Belgrade. You will be the first point of contact for financial‑institution customers, handling incidents and service requests while ensuring timely resolution.

Key responsibilities

• Receive and manage a high volume of customer calls and service requests.
• Log incidents, generate daily/weekly reports and review history to identify recurring issues.
• Monitor ATM networks, prioritize problems according to guidelines and provide accurate remote solutions.
• Use remote‑access tools to diagnose equipment, update the Help Desk Solution (HDS) system and maintain work orders.
• Escalate complex cases internally or externally following defined escalation paths.
• Continuously update product knowledge and support policies.
• Participate in team projects, write knowledge articles and contribute to process improvements.
• Work on rotating schedules that may include weekends, holidays or extended hours.

Required profile

• Bilingual in English and French (minimum B2 level).
• High school diploma; associate degree preferred.
• Strong customer‑service orientation and clear written and spoken communication.
• Ability to work under pressure and within flexible hours.

Required skills

• Proficiency with Microsoft Office.
• Experience using remote access tools.
• Familiarity with a Help Desk Solution (HDS) for incident tracking.
• Basic knowledge of ATM network monitoring.

What we offer

• Private health insurance.
• Employee referral bonus program.
• Well‑being resources and other company benefits.