NCR Software Support Engineer II in SERBIA VIRTUAL, Serbia
About NCR VOYIX
NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.
Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world’s leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers’ technology systems.
Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today’s competitive landscape.
Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner.
Title: Software Support Engineer II
Location: Belgrade, SRB
POSTION SUMMARY & KEY AREAS OF RESPONSIBILITY
Our support engineers provide problem determination and resolution for customer issues. You would deal directly with the customer to identify, troubleshoot, and resolve problems. You would be responsible for keeping the customer informed as to the status of their issues, and work with our other NCR internal resources when necessary to escalate critical support issues. You would be responsible for resolving issues within our agreed upon SLAs and should use feedback from customer surveys to improve your skills.
Key Areas of Responsibility include:
Monitor support queue or take dispatched incidents to resolve customer issues.
Liaise with Customers, call center, NCR internal R&D and PS teams, Project managers, QA resources, NCR leadership
Capture and record issue details and resolution provided.
Monitor your open tickets and provide routine follow up as defined by the SLA.
Adhere to NCR standards and procedures
Work with the call center to assure timely and accurate data capture in issue reporting
Ensure customer deadlines through effective allocation of your time, prioritizing high priority issues and monitoring progress
Conduct quality control checks and provide feedback as necessary
Provide follow up with customers and resolve escalated issues
Drive and initiate revenue generating activities where appropriate
Monitor customer surveys and take appropriate follow-up actions with both the customer and the employee
Drive customer satisfaction by working with PS and Dev teams for post implement activities taking place on customer sites
Coordinate the efforts of internal resources to ensure problems are resolved in a timely and effective manner
Must have a good understanding of a "service business” in a Supply chain industry.
Excellent analytical and problem-solving skills combined with the ability to provide quick resolution to problem
Must be a customer service oriented and believe in teamwork, collaboration adaptability & initiative
Strong interpersonal, communication and leadership skills
Excellent verbal and written communication skills
Ability to handle multiple helpdesk tickets and tasks under time pressure while working independently
Computer Skills: internet/browser familiarity, MS office suite, database management, networking knowledge, MS Server, knowledge of SQL , client based applications
Availability for night/weekend shifts as needed for on-call support
Ability to listen and understand customer concerns
Ability to diagnose customer issues thoroughly, and when needed, get assistance from Development team
Create detailed documentation/specifications for reproducing errors or issues
Relevant NCR experience
Experience with ERP package, preferable Power Enterprise
Experience with CRM tools, preferable Power Mobile, Net, Sell, Menu.
Knowledge and experience with SQL DB – SQL queries
Knowledge and experience with MS SERVER and Desktop Operating Systems
Experience in on-job support at customer sites
Have innovative, technical and creative approach
Excellent verbal and written communication
Excellent time management skills
Advanced problem-solving skills
Ability to build relationships
Highly developed communication skills
Passion, drive and ‘can do’ attitude
Integrity and Trust
Previous software development, sales, and customer service experience is a plus
Minimum of one-year work experience in food service distribution is a plus
Offers of employment are conditional upon passage of screening criteria applicable to the job
Integrated into our shared values is NCR Voyix’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 Voyix 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 Voyix has an ongoing responsibility to respect and support a globally diverse environment.
Statement to Third Party Agencies 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.”
Help us run the world's top brands.
At NCR Voyix (http://www.ncr.com/) , we specialize in turning routine transactions into meaningful connections. With a rich history (http://www.ncr.com/about/history) of innovation, we've been at the forefront of problem-solving through technology. Operating globally in over 30 countries, we lead in Retail, Restaurant, Digital banking, and Payments. Our solutions optimize banking operations, streamline restaurant services, enhance retail interactions, and foster trust through secure payment systems.
We take pride in our strong culture (http://www.ncr.com/about) and a history of providing robust career paths. Come work for a leading technology company where you can grow your career. Join us and be part of revolutionizing transactions across these pivotal industries.
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