Responsibilities may vary depending on project demands or team needs.
Ticket Triage & Queue Management
Monitor ticket queues with a strong focus on responsiveness, communication, and SLA adherence.
Review incoming tickets, validate key characterization details, and route them to the appropriate Support Team.
Ensure tickets are updated accurately and promptly to maintain workflow continuity.
Monitor shared mailboxes, triage emails, and route inquiries to the correct groups.
Provide log‑collection guidance to ticket submitters to support diagnostic accuracy.
Customer & Stakeholder Interaction
Engage daily (verbally and in writing) with customers, partners, and internal submitters.
Ensure professional, clear communication when gathering missing information or clarifying ticket details.
Maintain a strong commitment to customer service and timely response expectations.
Data Collection & Verification
Collect and verify ticket characterization information to ensure completeness and quality.
Conduct initial checks to confirm the accuracy of reported issues before escalation.
Support first‑level screening to improve resolution flow for downstream support teams.
Systems Monitoring & Support
Perform Genesys ACD monitoring and respond to queue activity as needed.
Use internal software support systems, ticketing tools, and triage dashboards according to established processes.
Maintain awareness of NCR Atleos software products to ensure proper ticket routing.
Process Adherence & Continuous Improvement
Follow all Software Support processes, standards, and triage workflows.
Seek opportunities to improve accuracy, routing efficiency, and communication quality.
Support internal documentation updates related to triage procedures (as needed).
Perform other corresponding duties and tasks in accordance with his qualifications, as directed by the Employer.