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.
Title: Technical Support Specialist
Location: Houston, TX
POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:
Position works in high call volume Helpdesk environment supporting NCR's small and medium sized customers and their analysts in providing problem resolution for NCR products and services
Position's primary responsibility will be to ensure that customer faults are being worked in a manner that will result in the achievement of customer service level agreements and high customer satisfaction; Troubleshoots undocumented problems.
Position coordinates and provides support services in a profitable environment that supports our values and the business as a whole.
Responsible for ensuring the customer's entitlement of services; Remotely deliver solutions, work through others to dispatch service personnel, and when appropriate verify resolution of a customer's issue that has not been escalated; Work directly with the customer to understand and/or escalate the problem to the next level
Following a documented incident management process, position's primary responsibility is to perform Level I technical troubleshooting with end-users of industry-specific point-of-sale software and hardware (depending on account assignment); Generates daily and weekly incident reporting; Reviews incident history to determine recurring faults
Performs additional troubleshooting activities, escalates problems to the appropriate party(ies), and assists in communicating the solution to the customer; Number and type of systems and customers supported will be dependent on the candidate's technology, product, and project management skills
Provide technical phone support on industry-specific products, systems and numerous software products; Provide accurate and creative solutions to user problems of moderate nature to maximize product or system availability; Take ownership of service request from customer and ensure timely and satisfactory resolution of problem
Escalate internally when required according to 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 positive impact on user satisfaction; Updates work orders and provides status information
Research, resolve, and respond to recurring and unique questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with current standards; Communicate with customers through various means (oral, written, electronic) to remotely resolve customer problems. Assess root cause of problems.
Respond to escalated calls and unusual customer special requests. Anticipate common problems and recognize when to deviate from standard practices. Apply experience and judgment to make decisions within defined options or standard protocols - follow through on issues. May provide support to critical customer accounts or enhanced/premium accounts.
Support the resolution of known software problems to be fixed in later releases.
May allocate work as a team leader or check on completion or quality. May develop resource planning and supervisory skills.
Use tools to remotely access customer equipment to diagnose and resolve customer problem; Rely on guided search for diagnosis across multiple software and hardware products; Verify resolution of problem with the customer; Record information into the appropriate 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; Maintain technical knowledge and expertise associated with multiple software products; applications and hardware specific to customer solutions.
Support less experienced colleagues on the team through joint working, monitoring, direct feedback and knowledge sharing; Follow all mandatory training courses according to provided timelines
Record information into the appropriate Incident tracking system; Conduct incident tracking quality audits and Call Monitoring activities through the appropriate monitoring tool
Manage operations during scheduled shifts using on-hand tools and observations
High School Diploma or equivalent
2 to 4 years of related experience
Advanced knowledge level of Windows 98 2000, NT, XP and Vista; Advanced knowledge of the Internet including applications and protocols as well standard network monitoring and analyzing tools; Advanced trouble-shooting skills with MS Office and standard applications (Virus Scanner, Adobe, Zip)
High level knowledge of PC hardware equipment and utilization (printers, scanners, modems, network cards)
Excellent communication skills at all levels including excellent listening skills
Possess strong customer service skills and be able to work in a dynamic team environment
Advanced problem solving and troubleshooting skills
Ability to work a flexible schedule (evenings/weekends); Ability to work in a multitask fast paced environment
Associate's Degree or Technical Certification preferred, but not required
4+ years of call center experience
2-4 years of customer service/restaurants experience
Aloha knowledge is prefferable
Experience in providing in-house escalation assistance
A track record showing initiative leading to positive results
Bi-lingual - English/Spanish a plus
EEO StatementIntegrated into our shared values is NCR's commitment to diversity. 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. NCR does not discriminate in employment based on sex, age, race, color, creed, religion, national origin, disability, sexual orientation, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. 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!