Job Description
About NCR Atleos TITLE
Help Desk Representative (II)GRADE
7Position Summary & Key Areas of ResponsibilityPosition requires the ability to act as single point of contact for NCR Atleos Financial customers with Incident Management Services7x24 monitoring of customers ATM/ABM network across Canada, which includes six different time zonesAccountable for continuously receiving and handling high volumes of customer callsResponsible for service requests from customers and resolution of problems; Generate daily and weekly incident reports; Review incident history to determine recurring faultsDetermine alert priority based on documented processes and guidelinesUse tools to remotely access customer equipment to diagnose and resolve customer problemsDocument, verify and make appropriate corrections to the incident record and customer profile; Updates work orders and provides status informationEscalate customer problems both internally and externally, as required and according to defined escalation pathsAcquire and maintain current knowledge of relevant product offerings and support policiesParticipate in special projects as assigned to continuously improve processes, tools, systems and organizationEnhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approachesWork with Support Specialists to coordinate and quickly resolve customer issues; provide regular updates to customers as efforts for resolution progressContribute as a team member; participate in objective setting, performance management, reward and recognition programsRequires rotation in work hours involving weekends and holidaysBasic QualificationsBachelors degreeBilingual (English/French)The candidate will have an aptitude for providing positive customer service and good communication skills (written & spoken)Knowledge of Automated Banking Machines (ATM/ABM)Keyboard proficiency and understanding of Windows-based applications/toolsPreferred QualificationsPrevious experience in a Customer Support and/or Helpdesk environment1+ years of related experienceSelf-driven and results oriented; Ability to work under pressure within flexible working hoursCommunication skillsAbility to effectively communicate with customers while protecting the companys position, ability to gather, organize and present information in a focused and concise manner, ability to listen and foster open communicationEEO Statement NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.
Statement to Third Party Agencies To ALL recruitment agenciesNCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.
Job Classification
Industry: Software Product
Functional Area / Department: Customer Success, Service & Operations
Role Category: Voice / Blended
Role: Technical Support - Voice / Blended
Employement Type: Full time
Contact Details:
Company: NCR Corporation
Location(s): Mumbai
Keyskills:
helpdesk
customer support
journalism
microsoft windows
content writing
cleaning
news editing
news reporting
housekeeping
housekeeping management
news writing
editing
team leading
hospitality
hotel management
mass communication
