Service Operations Associate

NCR Atleos

Position Summary & Key Areas of Responsibility

• Position requires the ability to act as single point of contact for NCR Atleos customers with Incident Management Services

• Accountable for continuously receiving and handling high volumes of customer calls

• Responsible for service requests from customer and resolution of problems; Generate daily and weekly incident reports; Review incident history to determine recurring faults

• Monitor ATM networks

• Determine priority based on problem information and documented guidelines; Provide accurate solutions to user problems

• Use tools to remotely access customer equipment to diagnose and resolve customer problems

• Document, verify and make appropriate corrections to the incident record and customer profile; Updates work orders and provides status information

• Escalate customer problems both internally and externally, when required and according to defined escalation paths

• Acquire and maintain current knowledge of relevant product offerings and support policies

• Enhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches

• Participate in team projects that enhance the quality or efficiency of the Service desk

• Work with other Support Specialists in order to coordinate and quickly resolve customer issues; provide regular updates to customers as efforts for resolution progress

• Contribute as a team member; participate in objective setting, performance management, reward and recognition programs; participate in special projects as assigned to continuously improve processes, tools, systems and organization

• Requires rotation in work hours involving weekend, holiday or extended hours

Basic Qualifications

• Bachelor s degree

• Bilingual (French/English)

• The candidate will have an aptitude for providing positive customer service and good communication skills (written & spoken)

• Keyboard proficiency and understanding of Windows-based applications/tools

Preferred Qualifications

• Previous experience in a Customer Support and/or Helpdesk environment

• 1+ years of related experience

• Self-driven and results oriented. Ability to work under pressure within flexible working hours

• Communication skills: Ability to effectively communicate with customers while protecting the company's position, ability to gather, organize and present information in a focused and concise manner, ability to listen and foster open communication