Software Support Specialist
NCR Corporation
- Beograd
- Stalan
- Puno radno vreme
NCR Voyix 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. NCR Voyix is headquartered in Atlanta, Georgia.Digital Insight helps financial institutions optimize their profitability by continuously innovating how consumers sector, telecom carrier and equipment organizations in more than 100 countries and small businesses manage their money through their financial institution. Nearly 1,000 Financial Institutions and millions of consumers depend upon our on-demand, SaaS based digital banking solutions. We serve more than 10M end users on our digital banking platform with more than 5M end users actively engaging with our mobile banking solutions.POSTION SUMMARY & KEY AREAS OF RESPONSIBILITY:Title: Software Support Specialist IIILocation: Belgrade, SerbiaGrade: 9The Software Support Specialist I position requires collaborative skills and the ability to build strong partnerships with various cross-functional groups throughout NCR. A professional and positive demeanor is essential to this job. An understanding of the service and consultative nature of this position is crucial as well, i.e., the primary and forefront goal for team members is to service high profile customers in the most efficient and beneficial manner possible. Deep understanding of their set up and ability to consult and advise on best practices will be critical.Software Support Specialist I are the primary interface with the customer (assisted and self-support) to get up and running, diagnose and resolve problems, match the customer to the right offering, recommend and train customers how to best use the offerings and provide other value-added services.The role applies defined practices, procedures and company policies to troubleshoot and resolve known issues and address routine customer questions. Ability to works on assignments that are routine or semi-routine in nature. Follows standard practices and procedures. Identifies, communicates, and potentially participates in process improvements. Can frame and escalates most issues that are not found in existing resources that support software support. Receives detailed instructions on most assignments; follows established procedures on routine work. Frames, updates, and re-uses knowledge and provides input to existing knowledge or frames the problem to be solved. Creates knowledge content (articles) when they have a known solution that is not documented.Most highly valued skills for this role?
- Successfully completed customer outcomes
- Delighted customers
- Clear, concise case documentation
- Knowledge Base contributions
- Timely, appropriate escalations with fully documented issues
- Process improvement recommendations
- Ability to manage cases and work projects concurrently
- Strong Brand
- Flexes communication style to match the customer need. Diffuses emotional customer.
- Effectively documents and shares problems and solutions
- Analyzes and diagnoses problems and applies known solutions.
- Proficient in general computer technical skills; differentiates problems caused by software vs. user-specific caused problems.
- Communicates (verbal and written) complex issues in ways that the customer easily understands and can apply the solution.
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes“When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”