About NCR

NCR Corporation (NYSE: NCR) is a global technology company leading how the world connects, interacts and transacts with business. NCR’s assisted- and self-service solutions and comprehensive support services address the needs of retail, financial, travel, healthcare, hospitality, entertainment, gaming and public sector organizations in more than 100 countries).

Help Desk Representative L1/L2 (French)

Belgrade

Position summary & key areas of responsibility:

• This position is supporting our customers as a Service Desk associate providing problem resolution for NCR and customer specific products and services
• We operate 24hours in a day, 7 days in a week, 365 days in the year
• Responsible for ensuring the customer's entitlement of services; Remotely deliver solutions, dispatch service personnel, and when appropriate verify resolution of a customer's issue
• Work directly with the customer to understand the problem, and/or escalate problem to the next level
• Following the documented Remote Incident Management Process, position’s primary responsibility is to perform Level 1 and/or Level 2 troubleshooting with end-users of PCs and retail point-of-sale devices (depending on account assignment)
• Provide technical support on Retail products, systems and various software products
• Provide accurate and creative solutions to user problems of moderate nature to maximize product or system availability
• Take ownership of service request from customer and ensure timely and satisfactory resolution of problem
• Escalate 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
• 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
• Use tools to remotely access customer equipment to diagnose and resolve customer problem

Basic qualifications:

• High School Diploma or equivalent
• 0-2 years of related experience
• Excellent communication skills at all levels including excellent listening skills
• Be able to work in a dynamic team environment
• Ability to work a flexible schedule (evenings/weekends/holidays)
• Ability to work in a multitask fast paced environment

Capabilities:

• Flexible to scheduling from Mon-Sun in shift rotations
• Fluency in French is a must

Technical Skills:

• Knowledge of Windows environment
• Basic knowledge of the Internet
• A basic level knowledge of PC hardware equipment and utilization (printers, scanners, modems, network cards).

Personal Skills:

• Excellent communication skills at all levels including excellent listening skills
• Possess strong customer service skills and be able to work in a dynamic team environment
• Problem solving skills
• Strong team player
• Work evenings & weekends
• Ability to work in a multitask fast paced environment

Deadline for applications: 06.07.2019.