NCR Corporation (NYSE: NCR) is a leading software- and services-led enterprise provider in the financial, retail and hospitality industries. NCR is headquartered in Atlanta, Georgia, with 36,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries. SW Support Consultant (for HLB Operational Support)
SW Support Consultant works in a fast-paced environment providing technical hardware and software support to the Customer’s enterprise. The technical support is delivered via phone support to troubleshoot hardware/software related issues. Agents must be a customer service focused team player who is able to work independently, organize, multi-task and prioritize task work. Analyst is highly autonomous and performance assignments related to implementation and operational support of the Customer’s enterprise. Analyst are required to participate in the development of Knowledge Base articles when previously unknown hardware/software issues are discovered.
Primary responsibility - call and incident management. Calls are made and received via Cisco CTI call system. Incidents are managed via the ticketing system.
Incidents include the following:
Steps for troubleshooting
Tools used for troubleshooting
Next steps for troubleshooting
Escalations, why and what group
Root Cause Resolution
Able to follow through on open cases involving customer inquires/complaints.
Advanced knowledge in troubleshooting hardware/software issues to determine root cause.
Use order system to acquire replacement parts for the customer (when necessary).
Follow standardized departmental policy and procedures for diagnostic, troubleshooting and problem solving under the direction of senior staff.
Integrates established disciplinary knowledge within own specialty area with basic understanding of related disciplines and industry practices.
Applies professional judgment based on the analysis of quantitative data and information.
Screens, categorizes and resolves data integrity issues.
Gathers information from a wide range of sources to resolve problems with unknown solutions including:
Internal technical groups
External technical resources
Third party vendor
Technical Certification preferable or equivalent experience in relevant field
3+ Years related experience
Prior experience in the Banking industry
Excellent communication skills; Ability to effectively communicate and present across multiple business functions
Experience working directly with customers and end users
Flexibility is required for this role and the ability to travel internationally when required
Fluency in Greece and English Language.
Prior experience in Implementation and Supporting of Banking systems
Ability to work effectively in a team environment composed of peers and cross-functional members
Proactive and positive attitude
Ability to prioritize in a fast-paced environment
Ability to be focused and a self-starter
Ability to multi-task
Sense of urgency
Excited by the challenge of the unknown
Document software changes for use by other engineers, quality assurance and documentation specialists
Good use of Excel and Reporting
Offers of employment are conditional upon passage of screening criteria applicable to the job.
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About NCR Corporation
NCR Corporation (NYSE: NCR) is the global leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences. With its software, hardware, and portfolio of services, NCR enables nearly 700 million transactions daily across retail, financial, travel, hospitality, telecom and technology, and small business. NCR solutions run the everyday transactions that make your life easier. NCR is headquartered in Atlanta, Georgia, with nearly 30,000 employees and does business in 180 countries.