Support Specialist L2 - French language

KEY AREA OF RESPONSIBILITY

• Position works in Technical Assistance Center environment supporting NCR's customers and their analysts in providing problem resolution for NCR products and services and other related products and equipment
• Position’s primary responsibility is to perform Level 2 technical troubleshooting of supported point-of-sale devices and other supported equipment
• Working directly with the customer to understand the problem, and/or escalate the problem to higher levels
• Remotely working and resolving known issues documented in KEBD (Known Errors DataBase) and communicating process and solution with the client
• Escalating unknown issues and issues out of scope for Level 3, after initial troubleshooting
• Providing technical phone, email, chat, and other kinds of support on Hospitality, Retail, Financial, and/or Cloud NCR supported products, systems, and other related software products
• Provide accurate solutions to user problems to maximize product or system availability; Taking ownership of service requests from customers and ensure timely and satisfactory resolution of the problem
• Enhancing and developing quality support methods and communication skills through coaching feedback, and other developmental approaches
• Research, resolve, and respond to questions received via telephone calls, letters, and callbacks in a timely manner, in accordance with current standards and set targets; Communicate with customers through various means (oral, written, electronic) to remotely resolve customer problems
• Use tools to remotely access customer equipment to diagnose and resolve customer problem
• Document, verify, and make appropriate corrections to the incident record and customer profile
• Contribute as a team member; Participate in team meetings and activities; Participate in objective setting, performance management, reward and recognition programs
• Maintain technical knowledge and expertise associated with multiple applications and hardware specific to individual customer's solution
• 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
• Record information into the Incident tracking system; Conduct Incident quality audits and Call Monitoring activities through a monitoring tool

NEEDED QUALIFICATIONS

• Technical degree in Computer science or higher level of IT knowledge with related experience in some of these fields: General IT HW/SW installation and maintenance, MS OS installation, connection equipment, and networking, web environment, or similar
• Experience in database management or similar IT job roles is desirable
• Strong written and oral French and English language communication skills
• Strong analytical and troubleshooting skills
• Strong self-motivation
• Strong team-orientation