Job Posting Title Atm Incident Management Representative Ii [U-151]

Job Posting Title Atm Incident Management Representative Ii [U-151]

02 may
|
Ncr Edinburgh
|
Buenos Aires C.F.

02 may

Ncr Edinburgh

Buenos Aires C.F.

About NCR NCR Corporation (NYSE: NCR) is a leading software: and services:led enterprise provider in the financial, retail and hospitality industries. NCR is headquartered in Atlanta, Georgia, with 36,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.



POSITION SUMMARY and KEY AREAS OF RESPONSIBILITY:

Position requires the ability to act as single point of contact for NCR Financial customers with Incident Management Services; Accountable for continuously receiving and handling high volumes of customer contacts.

Responsible for service requests from customer and ensure timely and satisfactory resolution of problems; Generates daily and weekly incident reports; Reviews incident history to determine recurring faults Monitor ATM networks for NCRs ATM monitoring customers Determine priority based on problem information and documented guidelines; Provide accurate and creative solutions to user problems of moderate nature to maximize user productivity; Use tools to remotely access customer equipment to diagnose and resolve customer problem Record information into the HDS (Help Desk Solution) system; Document, verify and make appropriate corrections to the incident record and customer profile ensure thorough documentation of problem description and all subsequent activity; Updates work orders and provides status information Escalate customer problems 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 Research, resolve, and respond to questions received via telephone calls, chats, e:mails, and callbacks in a timely manner, in accordance with current standards Acquire and maintain current knowledge of relevant product offerings and support policies; Assist in special product:related issues as needed Participate in team projects that enhance the quality or efficiency of help desk service; Guide team in effective planning Position is responsible for overall IM system implementation and management Analysis and implementation of Gasper Manager features to fulfill business requirements and improve service; Establish procedures for system maintenance, backup, testing, and daily operations; Database creation, maintenance, and integrity Contribute as a team member; participate in objective setting, performance management, reward and recognition programs; Write knowledge articles based on lessons learned in resolving customer issues; 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:



High School Diploma



0:2 years related experience



Understanding of ATM fault management and call management procedures



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



Basic PC/Microsoft Office skills and telephone skills



PREFERRED QUALIFICATIONS:



Associates Degree preferred



2+ years of related experience



Self driven to analyze with existing data and drive with team; Result oriented to deliver timely productivity; Ability to work under pressure in flexible working hours



Leadership skills, including: ability to gain support and commitment from others and motivate others to action, ability to establish teams organized to accomplish goals, clarify priorities, roles, and responsibilities, and ability to convey a sense of urgency and drive issues to closure



Communication skills, including: Ability to effectively communicate to customers while protecting the companys position, ability to gather, organize and present information in a focused and concise manner, adapts communications to the intended audience, ability to listen to understand and fosters open communications



Experience with a bank or armored car compa

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