Technical Support Consultant/ Specialist

  • NCR Corporation
  • Nicosia, Cyprus
  • 22/02/2021
Full time Consulting Information Technology

Job Description

About NCR

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:
    • Diagnosis
    • 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

BASIC QUALIFICATIONS:

  • 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.

PREFERRED QUALIFICATIONS:

  • Prior experience in Implementation and Supporting of Banking systems
  • Ability to work effectively in a team environment composed of peers and cross-functional members
  • Decision making
  • Problem solving
  • 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.