**About NCR Atleos** NCR 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. Ticket and SLA Management * Create and document service tickets for fault management, including details of appointments with field engineers, KPIs, territory, fault type, and requirements. * Manually calculate KPIs considering specifications, schedules, and technical resources. * Generate tickets related to cash-in-transit companies and monitor compliance. Access Coordination * Review emails containing new tickets sent by the customer. * Request and process access permissions for required cases. * Manage access lists and confirm appointments with field engineers. * Administer documentation requested by the customer for access procedures. Communication and Documentation * Send emails to the Service Center and the customer with appointment details, following formatting guidelines to avoid penalties. * Document activities in Aptra (internal software), Microsoft Teams, and email. * Create Microsoft Teams groups for cases and escalations. * Notify and record documentation requests in Aptra and Microsoft Teams within established deadlines. Support and Escalations * Monitor the arrival of the field engineer according to the scheduled time. * Provide support to the Engineering team for escalated cases. * Escalate to the customer in case of non\-compliance or absence of the field engineer. * Participate in Engineering meetings for critical and high\-impact cases. Role Requirements: * Prior experience in customer service, ticket management, and case tracking, including detailed documentation handling and KPI monitoring. * Advanced knowledge of Microsoft Office, especially Excel and Microsoft Teams. * Required competencies: service orientation, effective communication, organization, and attention to detail. * Prior experience working with banks or financial institutions (desirable) * English language proficiency (desirable) Offers of employment are conditional upon passage of screening criteria applicable to the job. **EEO Statement** NCR 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 Agencies** To 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.