o Position works in high call volume Helpdesk environment supporting NCR’s customers (both internal and external) and their analysts in providing problem resolution for NCR products and services
o Responsible for ensuring the customer’s satisfaction; Remotely deliver solutions, dispatch CE’s on site if necessary, and when appropriate verify resolution of a customer’s issue; Work directly with the customer to understand the problem, and /or escalate problem along the escalation path or third-party vendor
o Following the documented Remote Incident Management Process, position’s primary responsibility is to perform Level I technical troubleshooting with end-users of Point of sale equipment, PCs, Printers, Scales and all other equipment (depending on account assignment); Generates daily and weekly incident reporting; Reviews incident history to determine recurring faults
o Provide accurate and creative solutions to user problems thru various channels (Phone, Chat and E-mail); Take ownership of service request from customer and ensure timely and satisfactory resolution of problem
o Escalate both internally and externally when required according to defined Escalation Paths
o Enhance and develop quality support methods and communication skills through coaching feedback, and other developmental approaches
o Assist in the resolution of user and support issues over multiple user sites to ensure timely distribution of knowledge and cause positive impact on user satisfaction; Updates work orders and provides status information
o Research, resolve, and respond to questions received via telephone calls, chats and e-mails, and callbacks in a timely manner, in accordance with current standards; Communicate with customers through various means (oral, written, electronic) to remotely resolve customer problem
o Use tools to remotely access customer equipment to diagnose and resolve customer problem; Follow solutions outlined in the knowledge database; Verify resolution of problem with the customer; Record information into the ticketing system
o Document, verify and make appropriate corrections to the incident record and customer profile; Ensure thorough documentation of problem description and all subsequent activity
o Contribute as a team member; Participate in team meetings and activities; Participate in objective setting, performance management, reward and recognition programs
o Participate in special projects as assigned to continuously improve processes, tools, systems and organization; Coordinate project start up activities;
o Maintain technical knowledge and expertise associated with multiple applications and hardware specific to individual customer’s solution
o Support less experienced colleagues on the helpdesk through joint working, monitoring, direct feedback and knowledge sharing; Follow all mandatory training courses according to provided timelines
o Record information into the Incident tracking system (SNOW)
o Manage operations during scheduled shifts using on-hand tools and observations