•This is a French speaking position and requires knowledge of French language of level B2 or higher
•Position requires the ability to act as single point of contact for NCR Financial customers with Incident Management Services;
•Accountable for continuously receiving and handling high volumes of customer calls
•Responsible for service requests from customer and resolution of problems; Generate daily and weekly incident reports; Review incident history to determine recurring faults
•Monitor ATM networks
•Determine priority based on problem information and documented guidelines; Provide accurate solutions to user problems
•Use tools to remotely access customer equipment to diagnose and resolve customer problems
•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 projects that enhance the quality or efficiency of help desk service
•Contribute as a team member; participate in objective setting, performance management, reward and recognition programs; Write knowledge articles based on lessons learned in resolving customer issues; participate in special projects as assigned to continuously improve processes, tools, systems and organization
•Requires rotation in work hours involving weekend, holiday or extended hours