Support Specialist

2 weeks ago

Belgrade, Montana, United States NCR Corporation Full time
About NCR Corporation

NCR Corporation is a leading global provider of digital commerce solutions for the retail, restaurant, and banking industries. With a presence in 35 countries and over 16,000 employees, we have been the global leader in consumer transaction technologies for nearly 140 years.

We transform the stores, restaurants, and digital banking experiences with cloud-based, platform-led SaaS and services capabilities. Our mission is to enable businesses to exceed their goals, from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth.

Key Responsibilities

  • Provide technical support to customers and internal teams, resolving issues with NCR products and services.
  • Ensure customer satisfaction by remotely delivering solutions, dispatching on-site support when necessary, and verifying issue resolution.
  • Work with customers to understand problems and escalate issues along the escalation path or to third-party vendors.
  • Perform Level I technical troubleshooting with end-users of Point of Sale equipment, PCs, Printers, Scales, and other equipment.
  • Generate daily and weekly incident reporting and review incident history to determine recurring faults.
  • Provide accurate and creative solutions to user problems through various channels.
  • Escalate issues internally and externally according to defined escalation paths.
  • Enhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches.
  • Assist in resolving user and support issues across multiple user sites to ensure timely distribution of knowledge and cause positive impact on user satisfaction.
  • Research, resolve, and respond to questions received via various channels in a timely manner.
  • Use tools to remotely access customer equipment to diagnose and resolve customer problems.
  • Document, verify, and make appropriate corrections to the incident record and customer profile.
  • Contribute as a team member, participate in team meetings and activities, and participate in objective setting, performance management, reward, and recognition programs.
  • Participate in special projects to continuously improve processes, tools, systems, and organization.
  • Maintain technical knowledge and expertise associated with multiple applications and hardware specific to individual customer solutions.
  • Support less experienced colleagues on the helpdesk through joint working, monitoring, direct feedback, and knowledge sharing.

Requirements

  • High School Diploma or equivalent.
  • Excellent knowledge of French language, English language is a plus.
  • Advanced knowledge level of Windows, NT, XP, and Vista.
  • Advanced knowledge of the Internet, including applications and protocols, as well as standard network monitoring and analyzing tools.
  • Advanced trouble-shooting skills with MS Office and standard applications.
  • High level knowledge of PC hardware equipment and utilization.
  • 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, including evenings and weekends.
  • Ability to work in a multitask fast-paced environment.

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