NCR Corporation (NYSE: NCR) is a leading software- and services-led enterprise provider in the financial, retail, hospitality, telecom and technology industries. NCR is headquartered in Atlanta, Ga., with 34,000 employees and does business in 180 countries. NCR is a trademark of NCR Corporation in the United States and other countries.
The Software Support Specialist II position requires exceptional knowledge of all Digital Insight core and Third party vendor products; including collaborative skills and the ability to build strong partnerships with various cross-functional groups throughout NCR, Digital Insight Software Solutions. A professional and positive demeanor is essential to this job. An understanding of the service and consultative nature of this position is crucial as well, i.e., the primary and forefront goal for team members is to service high profile customers in the most efficient and beneficial manner possible. Deep understanding of their set up and ability to consult and advise on best practices will be critical.
Software Support Specialist II are the primary interface with the customer (assisted and self-support) to get up and running, diagnose and resolve problems, match the customer to the right offering, recommend and train customers how to best use the offerings and provide other value-added services.
The roles applies defined practices, procedures and company policies to troubleshoot and resolve known issues and address routine customer questions. Ability to works on assignments that are routine or semi-routine in nature. Follows standard practices and procedures. Identifies, communicates and potentially participates in process improvements. Can frame and escalates most issues that are not found in existing resources that support software support. Receives detailed instructions on most assignments; follows established procedures on routine work. Frames, updates and re-uses knowledge and provides input to existing knowledge or frames the problem to be solved. Creates knowledge content (articles) when they have a known solution that is not documented.
Most highly valued skills for this role?
+ Successfully completed customer outcomes
+ Delighted customers
+ Clear, concise case documentation
+ Knowledge Base contributions
+ Timely, appropriate escalations with fully documented issues
+ Process improvement recommendations
+ Ability to manage cases and work projects concurrently
+ Strong Brand
+ Flexes communication style to match the customer need. Diffuses emotional customer.
+ Effectively documents and shares problems and solutions
+ Analyzes and diagnoses problems and applies known solutions.
+ Understands the most commonly applicable DI offerings and can proactively apply the offering capabilities to the customer situation.
+ Proficient in general computer technical skills; differentiates problems caused by the DI offering vs. non-DI caused problems.
+ Communicates (verbal and written) complex issues in ways that the customer easily understands and can apply the solution.
Offers of employment are conditional upon passage of screening criteria applicable to the job.
EEO StatementIntegrated into our shared values is NCR's commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.
Statement to Third Party AgenciesTo ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.
We are NCR. We power incredible experiences that make life easier. We're changing the way you bank, shop, eat and travel, enabling nearly 700 million transactions daily. How do we do it all? With iNCRedible people like you. A career here means embracing our culture and shared values, always seeking new adventures, and carving your own path. We've been around for more than 130 years and we're just getting started. Join us as we build the future of omnichannel experiences, and have fun doing it!