Technical SupportNCR Cebu Development Center Inc.

About NCR
NCR Corporation (NYSE: NCR) is the global leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences. With its software, hardware, and portfolio of services, NCR enables nearly 700 million transactions daily across retail, financial, travel, hospitality, telecom and technology, and small business. NCR solutions run the everyday transactions that make your life easier. NCR is headquartered in Atlanta, Georgia, with nearly 30,000 employees and does business in 180 countries.
 
TECHNICAL SUPPORT
 
Key Responsibilities include:
Create action items/tickets to resolve issues and prevent issues & possible re-occurrence
Follow through on open incidents until closure
Manage outage situation impacting ATM fleet to ensure that appropriate resolver group are working on the issue and that customer, key stakeholders and all concern parties are updated on the status
Return customer calls, troubleshoot ATM issue using known solutions, confirm/refine problem information and criticality and route to dispatch queue in field, if necessary
Utilize support systems, tools, and experience to facilitate a customer solution
Utilize knowledge of product to resolve ATM problems and avoid Field Engineer dispatch
Ensure transaction service activities are within Service Level Agreements
Work in a high volume, limited duration call center environment service as the primary interface to external customers and/or their agents and field support personnel
Participate in special projects to continuously improve processes, tools, systems, and organization
Work in an environment that involves rotation in work hours, weekend, or holiday hours and/or may require extended hours as needed to accommodate customer needs
Basic Qualifications:
Associate degree or Technical Diploma
1-year experience in a related field
Proficient in Windows based applications/tools
Excellent English communication skills (verbal & written)
Detail oriented & ability to work under pressure
Ability to work flexible working hours (night and day shift)
Experience in troubleshooting over the phone (preferred)
Good understanding of ATMs (highly regarded)