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NCR Global SCO Support, Level 2 in BELGRADE, Serbia

About NCR

NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

TITLE: Global SCO Support, Level 2

LOCATION: Belgrade, Serbia

GRADE: 8

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:

  • Position works in medium call volume service desk environment, supporting NCR's Self-Serv Check Out customers and channel partners.

  • Responsible for Remotely delivering solutions, dispatching 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 2 technical troubleshooting of Self-Serv Check Outs on inbound incidents created by customers’ internal support teams.

  • 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.

  • Following Ticket Handling Guide, utilizing OKM articles and applying investigative approach to intercepting the calls created by customers and channel partners.

  • Research, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with current standards; 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 ITSM or dispatch tool (ES Oracle / NEOS).

  • Contribute as a team member; Participate in team meetings and activities; Participate in objective setting, performance management, reward, and recognition programs; Assist maintaining the knowledge base and work on continuously improving it.

  • Participate in special projects as assigned to continuously improve processes, tools, systems, and organization.

  • Support less experienced colleagues on the team through joint working, monitoring, direct feedback, and knowledge sharing.

  • Manage operations during scheduled shifts covering 24x7, making use of on-hand tools and observations

BASIC QUALIFICATIONS:

  • High School Diploma or equivalent.

  • Advanced level of spoken and written English language (B2 or C1);

  • 0-2 years of related experience.

  • Advanced knowledge level of Windows OS; Advanced trouble-shooting skills with MS Office and standard applications.

  • High level knowledge of PC hardware equipment and utilization (printers, scanners, modems, network cards).

  • 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.

  • Advanced problem solving and troubleshooting skills.

  • Ability to work a flexible schedule (evenings/weekends); Ability to work in a multitask fast paced environment.

  • Good understanding of opportunity costs and importance of proper processes followed, with the right approach to the cost reduction.

PREFERRED QUALIFICATIONS:

  • Associate degree preferred.

  • 2+ years of service desk experience.

  • Experience in providing in-house escalation assistance.

  • A track record showing initiative leading to positive results.

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement Integrated into our shared values is NCR's commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies To ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.

Help us run the world's top brands.

At NCR (http://www.ncr.com/) , you’ll have meaningful and relevant work experiences, opportunities to learn and make a real contribution. Every day we build on our 130+ year history (https://www.ncr.com/about/history) to transform, connect and run our customers' technology platforms.

A career here means embracing our innovative culture and shared values (https://www.ncr.com/about/values) , always seeking new adventures and carving your own path.

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