• As a Technical Support Specialist you will provide support to Channel Partner technicians who generally will be onsite at a customer location and requiring technical assistance.
• The support will include problem identification, analysis, diagnosis and resolution.
• The TSS will utilize Knowledge Systems provided by NCR Atleos and other vendors as appropriate to identify solutions to known problems.
• The TSS is responsible for ensuring that solutions provided are successful.
• If no known solution can be identified, the TSS is responsible for the escalation to other support teams where deeper level skilled personnel are available.
• The TSS retains ownership of all escalated problems/issues through to resolution. The TSS is also responsible for ensuring that NCR Atleos Management is informed if resolution to a problem will take longer than contractual requirements require.
• You will provide input to the Knowledge Systems when required.
• You will co-ordinate with other internal teams in providing part numbers and other technical details pertaining to a specific Customer.