Job Description TITLE: SW TAC Hospitality - SW Support Specialist (II)
POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:
Position works in high call volume Technical Assistance Center (TAC) environment supporting NCR's customers (both internal and external) and their analysts in providing problem resolution for NCR products and services, specifically NCR Silver software and other related products/equipment. 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 that has not been escalated; 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 I + Level II technical troubleshooting with end-users of PCs and retail point-of-sale devices (depending on account assignment); Reviews incident history to determine recurring faults Provide technical phone support on Hospitality products (NCR Silver and other), systems and various software products; Provide accurate solutions to user problems 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 Research, resolve, and respond to questions received via telephone calls, letters, e-mails 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 problem Use tools to remotely access customer equipment to diagnose and resolve customer problem; Follow solutions outlined in the knowledge database; Verify resolution of problem with the customer; Record information into the Salesforce and JIRA (incident tracking) system Document, verify and make appropriate corrections to the incident record and customer profile; Ensure thorough documentation of problem description and all subsequent activity; Write knowledge articles based on lessons learned in resolving customer issues Contribute as a team member; Participate in team meetings and activities; Participate in objective setting, performance management, reward and recognition programs, internal/external documentation creation Participate in special projects as assigned to continuously improve processes, tools, systems and organization; Coordinate project start up activities; 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 (Salesforce/JIRA); Conduct Salesforce/JIRA quality audits and Call Monitoring activities through monitoring tool Manage operations during scheduled shifts using on-hand tools and observations
High School Diploma or equivalent
0-2 years of related experience
Advanced knowledge level of Windows XP/Vista/7/8/10; Advanced knowledge of the Internet including applications and protocols as well as standard network monitoring and analyzing tools; Advanced trouble-shooting skills with MS Office and standard applications (Virus Scanner, Adobe, Zip); Advanced knowledge of the software structuring, configuration, file organization; Ability to read and analyze program logs. Familiarity with Apple & Android Products including Operating System. High level knowledge of PC hardware equipment and utilization (printers, scanners, modems, network cards, monitors, scales, card readers, 3rd party hardware solutions)
Excellent communication skills at all levels including excellent listening skills in English language, plus any additional language required for the position.
Possess strong customer service skills and be able to work in a dynamic team environment
Advanced problem solving and troubleshooting skills
Ability to work a flexible schedule (evenings/weekends); Ability to work in a multitask fast paced environment
Associate degree preferred
2+ years of call center experience
Experience in providing in-house escalation assistance
A track record showing initiative leading to positive results.
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