Incident Management Agent

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.

Position Summary:

ATM Incident Management is responsible for monitoring, logging, and escalating on incidents for more than 200 US customer with over 9000 ATMs in their fleet 24/7. Working with other internal teams to resolve variety of day to day problems to meet customer demands. High attention and common sense must be used in every part of our job to resolve problems in most efficient way. Communicating with both customers and our engineers on field to make sure problems are resolved and customer satisfaction is assured.

Position requires the ability to act as single point of contact for NCR customers with Incident Management Services: To be accountable for continuously receiving and handling high volumes of customer calls. Responsible for service requests from customer and resolution of problems; Generate daily incident reports; Determine priority based on problem information and documented guidelines; Record information into the HDS (Help Desk Solution) system; Document, verify and make appropriate corrections to the incident record and customer profile; Updates work orders and provides status information. Escalate customer problems both internally and externally, when required and according to defined escalation paths. Acquire and maintain current knowledge of relevant product offerings and support policies. Participate in team meetings and projects that enhance the quality or efficiency of help desk service. Contribute as a team member; participate in objective setting, performance management, recognition programs; Write knowledge articles based on lessons learned in resolving customer issues; participate in special projects as assigned to continuously improve processes and tools.

Requires rotation in work hours involving weekend, night-shifts, holiday or extended hours as monitoring service for US customers is being provided 24/7.

KEY RESPONSIBILITIES:

* Comprehensive ATM management for Financial customers with Incident Management Services.
* Incident identification, logging, categorization, prioritization, Initial diagnosis, Escalation, as necessary, Incident resolution and Incident closure.
* Communication with the user community throughout the life of the incident
* Communication with other service management processes:

× Change management,

× Problem management,

× Service asset and configuration management,

× Service level management and communication with IT service.

* Generating different types of Reports on supervisor's request
* Other corresponding duties maybe assigned

Basic Qualifications:

Communication skills: Ability to effectively communicate with customers while protecting the company's position, ability to gather, organize and present information in a focused and concise manner, ability to listen and foster open communication.

* Higher level of IT knowledge with related experience
* Fluency in English
* Previous experience in a Customer Support and/or Helpdesk environment is a plus
* Self-driven and results oriented. Ability to work under pressure within flexible working hours
* Strong internal and external customer communication skills required
* Strong analytical and troubleshooting skills
* Responsible with good organizational skills
* Works well with an international team

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.