NCR SMB SW Support Job at NCR Corporation

NCR Corporation is hiring for the role of NCR SMB SW Support!

Responsibilities of the Candidate:

• Position works in Technical Assistance Center (TAC) environment supporting NCR's customers (both internal and external) and their analysts in providing problem resolution for NCR products and services and other related products and/or equipment
• Responsible for ensuring the customer's entitlement to services
• Remotely deliver solutions and when appropriate verify the resolution of a customer's issue that has not been escalated
• Work directly with the customer to understand the problem, and/or escalate the problem to Level 3
• Work and resolving known issues documented in KEBD (Known Errors Data Base) and communicating processes and solutions with the client
• Escalate unknown issues and issues out of scope for Level 2 to Level 3, after initial troubleshooting
• Following the documented Remote Incident Management Process, the position’s primary responsibility is to perform Level 2 technical troubleshooting of supported point-of-sale devices and other supported equipment (depending on the client and Team assignment)
• The Scope of the level of support will be described in detail in the assigned Team’s Knowledgebase and documentation
• The scope of the level of support varies from Team to Team
• Review incident history to determine recurring faults
• Provide technical phone, email, chat, and/or another kind of support on Hospitality, Retail, Financial, and/or Cloud NCR-supported products, systems, and other related software products Provide accurate solutions to user problems to maximize product or system availability
• Take ownership of service requests from customers and ensure timely and satisfactory resolution of the problem
• Escalate both internally and externally when required by defined Escalation Paths
• Enhance and develop quality support methods and communication skills through coaching feedback, and other developmental approaches
• Assist in the resolution of user and support issues over multiple user sites to ensure timely distribution of knowledge and cause a positive impact on user satisfaction; Update work orders and provide status information
• Research, resolve, and respond to questions received via telephone calls, letters, and callbacks promptly, by current standards and set targets; Communicate with customers through various means (oral, written, electronic) to remotely resolve customer problems
• Use tools to remotely access customer equipment to diagnose and resolve customer problems; Follow solutions outlined in the knowledge database
• Verify the resolution of the problem with the customer
• Record information into the Incident tracking) system
• Document, verify, and make appropriate corrections to the incident record and customer profile; Ensure thorough documentation of problem description and all subsequent activity; Write knowledge articles based on lessons learned in resolving customer issues
• Contribute as a team member; Participate in team meetings and activities
• Participate in objective setting, performance management, reward, and recognition programs
• Participate in special projects as assigned to continuously improve processes, tools, systems, and organization
• Coordinate project start-up activities
• Maintain technical knowledge and expertise associated with multiple applications and hardware specific to individual customer's solutions
• Support less experienced colleagues on the helpdesk through joint working, monitoring, direct feedback, and knowledge sharing; Follow all mandatory training courses according to provided timelines
• Record information into the Incident tracking system
• Conduct Incident quality audits and Call Monitoring activities through a monitoring tool

Requirements:

• Minimum of IV level of education (per official education categorization by the Ministry of Education of the Republic of Serbia and/or the Ministry of Education of the Republic of Serbia) or equivalent
• At least 1-2 years of experience in performing the same or similar activities
• Satisfactory level of communication and customer support skills, customer care skills, and customer handling skills;
• Satisfactory functional knowledge of foreign languages, required for communicating with customers
• Satisfactory technical aptitude and problem-solving skills providing the ability to complete and successfully utilize technical training required for the successful execution of work duties and responsibilities as defined by the job description