Position will provide support to NCR Voyix Customer Engineers;
Support will include problem identification, analysis, diagnosis and resolution; Presents and gains agreement for problem isolation, solution creation and implementation plans
Remote technical support to Field Engineers, FSC and Customer Account Teams
Ownership and tracking of aged calls, suspended calls, where down to technical reasons
Evaluation of Back order calls, providing alternative solution where possible
Ownership and tracking of Quality improvement and Call reduction programs across APAC
Proactive monitoring of calls for extended fix, intervention, and identification if technical support is required
Utilize Knowledge Systems provided by NCR Voyix and other vendors as appropriate to identify solutions to known problems;
Responsible for ensuring that solutions provided are successful; Customizes and provides business data for knowledge applications; Prepares standard and customized reports
When no known solution can be identified, responsible for the escalation of issues to other support centers where deeper level skilled personnel are available; Position retains ownership of all escalated problems/issues through to resolution and is responsible for ensuring that NCR Management is informed if resolution to a problem will take longer than contractual agreements require
With the wide array of sources, the position may involve support for multiple product lines across different industries, including Restaurants and Retail, ; Position works within the Global Field Service Delivery Organization that includes CEs, FSC, Account Support Managers and Customers.
Monitor the dashboard for calls from field engineers, FSC, SMO;
Monitor the notification and ticket queue screens; use ES functions to update with actions taken
Develop and Manage knowledge depositories
Will be required to work US working hours including night shift
BASIC QUALIFICATIONS:
1+ years of related experience e.g. helpdesk, engineering, professional services
SKILLS & APTITUDE
Technical knowledge of NCR and Multi-vendor products in, Retail and Hospitality line of business.
Ability to effectively communicate to internal and external customers at all levels while protecting the companys position
Ability to gather, organize and present information in a focused and concise manner
Adapts communications to the intended audience
Listens to understand and fosters open communications
Conveys a sense of urgency and drives issues to closure Intermediate IT skills
