Technical support specialist (German language)

About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

Title: Technical support specialist (German Language)

Location: Belgrade, Serbia

Grade: 8

Key Areas of Responsibility:

• Position will provide support to NCR Atleos 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 Europe

• Proactive monitoring of calls for extended fix, intervention, and identification if technical support is required

• Utilize Knowledge Systems provided by NCR 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 Atleos 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 Hospitality, Retail, and Finance; Position works within the Global Service Delivery Organization that includes CEs, FSC, Account Support Managers and Customers.

• Tracks incoming tickets from field engineers, FSC, SMO; Monitor the notification and ticket queue screens; use ES functions to update with actions taken

• Perform other corresponding duties and tasks in accordance with his qualifications, as directed by Employer

Basic Qualifications:

• Technical knowledge of hardware and software

• Basic aptitude in Microsoft OS and Office suite

• English & German - proficient spoken and written knowledge

• Ability to explain technical issues to technical and nontechnical employees and customers.

• Strong analytical and problem-solving skills.

Preferred Qualifications:

• Knowledge and understanding of NCR products and services

• Previous experience working in FSC, Help Desk, Logistics or other support function

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.