Technical Support Specialist

About NCR

NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

NAZIV POZICIJE / POSITION NAME - IN ENGLISH

SW Support Representative, Level 1/2

OPIS POZICIJA / POSITION DESCRIPTION

Type and job description:

- Position works in Technical Assistance Center (TAC) environment by remotely providing Second level (Level 2) remote support to NCR's customers (both internal and external) for supported NCR (and/or other supported 3rd party) products, services and equipment.
- Position is responsible successfully completing initial and all subsequent additional internal or external technical, administrative, procedural, communicational and customer handling/care trainings, coaching and courses after which is considered trained and familiarized with all duties, responsibilities, processes and procedures of the position.
- Position is responsible for being fully familiar and compliant with all required and applicable NCR global procedures, training, Core Shared Values compliance, Code of Conduct, Security Awareness, Rulebook, labor law and labor regulations and any other procedure applicable to the position.
- Position is part of the Team consisting of variable number of same or similar positions, performing/having same or similar duties, responsibilities, processes and procedures. Scope of level of support will be described in detail in assigned Team’s Knowledgebase and documentation; Scope of level of support varies from Team to Team;
- Position’s primary duties and responsibilities consist of:

- Identifying the issue by successfully identifying the customer and their level of entitlement, identifying the affected product, services and/or equipment and identifying the nature of the issue itself.
- Gathering detailed and precise information about the issue.
- Recording the call/issue through call/incident Tracking Systems by investigating the history of the issue (on both product level and customer level) and by creating new tracking incident or updating the existing one. Thoroughly, precisely and accurately document the issue.
- Reviews incident history to determine recurring faults.
- If the incident is information request to which the customer is entitled to (e.g. inquiry about products, services and equipment, their functionality, features, operation instructions, status update of the existing issue/incident, etc.), providing the requested information
- If the incident is an issue with supported product, services and/or equipment, resolving the issue by restoring the supported product, services and/or equipment to normal operating condition (or as close to normal operating condition as possible) through following official processes and procedures.
- If possible and required, reproducing the issue either in laboratory conditions or on affected site using remote access.
- Troubleshooting issue directly through remote access to affected product, services and/or equipment using official tools or indirectly by remotely guiding the customer to perform troubleshooting steps. Verify resolution of the problem.
- Ensuring full Level 2 troubleshooting has been performed per current documentation and procedures and escalating to Level 3 Support if troubleshooting did not resolve the issue, is outside of the Level 2 scope or is previously not encountered and not covered with the documentation and procedures.
- Receiving and handling escalations from other teams entitled to send escalations to Level 2 Support, including but not limited to: Account Support, Level 1 Support, Sales, Field Support, other Teams receiving support requests intended for Team position is assigned to, etc.
- Prepares and sends escalations to other teams entitled to receive escalations from level 2 Support, including but not limited to: Level 3 support, Field Support, more specialized Level 2 Teams, Account Support, Sales, etc.
- Ensuring customer satisfaction through following any and all other duties by following Customer Care/Satisfaction Protocols
- Position’s other duties include but are not limited to:

- Ensuring required level of quality, quantity and efficiency of work
- Ensuring required level of accountability, responsibility, work ethics, etc.
- Ensuring required level of teamwork, office discipline, communication and behavior
- Improve/Enhance Team’s support processes and procedures by contributing in process optimization, either directly through active participation (e.g. writing knowledge articles based on lessons learned in resolving customer issues) or indirectly through documenting the resolution methods in incident Tracking Systems
- Contribute as a team member, participate in team meetings and activities, participate in Team and personal objective setting, performance management