Incident Management Agent

3 weeks ago

Belgrade, Montana, United States NCR Atleos Full time
About NCR Atleos
NCR Atleos, headquartered in Atlanta, is a leading global provider of technology and services that enable banks and retailers to deliver rich and localized digital customer experiences. Our team of dedicated employees optimize the branch, improve operational efficiency, and maximize self-service availability for financial institutions and retailers worldwide.

Our company overview provides valuable insights into our mission, values, and goals.

Job Summary:
The ATM Support Specialist plays a critical role in ensuring the smooth operation of our ATM services. This includes monitoring, logging, and escalating incidents 24/7 for over 200 US customers with more than 9,000 ATMs in their fleet. The ideal candidate will have excellent communication skills, attention to detail, and the ability to work under pressure in a fast-paced environment.

We offer a competitive salary package, including a base salary of $65,000 per year, plus benefits and opportunities for professional growth and development.

Key Responsibilities:
* Comprehensive ATM management for financial customers
* Incident identification, logging, categorization, prioritization, initial diagnosis, escalation, incident resolution, and 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 IT service communication
* Generating different types of reports on supervisor's request

Required Skills and Qualifications:
* Excellent communication skills with the ability to effectively communicate with customers while protecting the company's position
* Higher-level 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 with the 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

We are committed to providing equal employment opportunities to all applicants regardless of 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.

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