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.
Title : ATM Incident Management Representative
Location : Buenos Aires, Argentina
POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY :
Accountable for continuously receiving and handling high volumes of customer contacts.
Reviews incident history to determine recurring faults
Monitor ATM networks for NCR's ATM monitoring customers
Use tools to remotely access customer equipment to diagnose and resolve customer problem
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
Database creation, maintenance, and integrity
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
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.
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.
Statement to Third Party Agencies
To ALL recruitment agencies : NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility.
NCR is not responsible for any fees or charges associated with unsolicited resumes.