ATM Incident Management Representative II
NCR Edinburgh
BUENOS AIRES CITY, ARG
hace 4 días

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.

Job Description

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY :

  • 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 contacts.

  • Responsible for service requests from customer and ensure timely and satisfactory resolution of problems; Generates daily and weekly incident reports;
  • Reviews incident history to determine recurring faults

  • Monitor ATM networks for NCR's ATM monitoring customers
  • Determine priority based on problem information and documented guidelines; Provide accurate and creative solutions to user problems of moderate nature to maximize user productivity;
  • Use tools to remotely access customer equipment to diagnose and resolve customer problem

  • Record information into the HDS (Help Desk Solution) system; Document, verify and make appropriate corrections to the incident record and customer profile ensure thorough documentation of problem description and all subsequent activity;
  • Updates work orders and provides status information

  • Escalate customer problems both internally and externally, when required, according to defined escalation paths
  • Enhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches
  • Research, resolve, and respond to questions received via telephone calls, chats, e-mails, and callbacks in a timely manner, in accordance with current standards
  • Acquire and maintain current knowledge of relevant product offerings and support policies; Assist in special product-related issues as needed
  • Participate in team projects that enhance the quality or efficiency of help desk service; Guide team in effective planning
  • Position is responsible for overall IM system implementation and management
  • Analysis and implementation of Gasper Manager features to fulfill business requirements and improve service; Establish procedures for system maintenance, backup, testing, and daily operations;
  • Database creation, maintenance, and integrity

  • 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
  • BASIC QUALIFICATIONS :

    High School Diploma

    0-2 years related experience

    Understanding of ATM fault management and call management procedures

    The candidate will have an aptitude for providing positive customer service and good communication skills (written & spoken)

    Basic PC / Microsoft Office skills and telephone skills

    PREFERRED QUALIFICATIONS :

    Associate’s Degree preferred

    2+ years of related experience

    Self driven to analyze with existing data & drive with team; Result oriented to deliver timely productivity; Ability to work under pressure in flexible working hours

    Leadership skills, including : ability to gain support and commitment from others and motivate others to action, ability to establish teams organized to accomplish goals, clarify priorities, roles, and responsibilities, and ability to convey a sense of urgency and drive issues to closure

    Communication skills, including : Ability to effectively communicate to customers while protecting the company's position, ability to gather, organize and present information in a focused and concise manner, adapts communications to the intended audience, ability to listen to understand and fosters open communications

  • Experience with a bank or armored car company in cash management, branch operations, or cash operations would be an advantage;
  • Previous Exposure in ATM Cash & EOD Process would be an advantage

    Offers of employment are conditional upon passage of screening criteria applicable to the job.

    EEO Statement

    Integrated into our shared values is NCR's commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law.

    NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential.

    We believe in understanding and respecting differences among all people. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.

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