Software Support Specialist -Athens Job at NCR
About NCR
NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.
About NCR Corporation
NCR Corporation (NYSE: NCR) is a global technology company leading how the world connects, interacts and transacts with business. NCR’s assisted- and self-service solutions and comprehensive support services address the needs of retail, financial, travel, healthcare, hospitality, entertainment, gaming and public sector organizations in more than 100 countries. NCR (
www.ncr.com
) is headquartered in Duluth, Georgia.
Digital Insight helps financial institutions optimize their profitability by continuously innovating how consumers sector, telecom carrier and equipment organizations in more than 100 countries and small businesses manage their money through their financial institution. Nearly 1,000 Financial Institutions and millions of consumers depend upon our on-demand, SaaS based digital banking solutions. We serve more than 10M end users on our digital banking platform with more than 5M end users actively engaging with our mobile banking solutions.
POSTION SUMMARY & KEY AREAS OF RESPONSIBILITY:
Title: Software Support Specialist
Location: Athens GA (Hybrid)
The Software Support Specialist I position requires collaborative skills and the ability to build strong partnerships with various cross-functional groups throughout NCR. A professional and positive demeanor is essential to this job. An understanding of the service and consultative nature of this position is crucial as well, i.e., the primary and forefront goal for team members is to service high profile customers in the most efficient and beneficial manner possible. Deep understanding of their set up and ability to consult and advise on best practices will be critical.
Software Support Specialist I are the primary interface with the customer (assisted and self-support) to get up and running, diagnose and resolve problems, match the customer to the right offering, recommend and train customers how to best use the offerings and provide other value-added services.
The role applies defined practices, procedures and company policies to troubleshoot and resolve known issues and address routine customer questions. Ability to works on assignments that are routine or semi-routine in nature. Follows standard practices and procedures. Identifies, communicates, and potentially participates in process improvements. Can frame and escalates most issues that are not found in existing resources that support software support. Receives detailed instructions on most assignments; follows established procedures on routine work. Frames, updates, and re-uses knowledge and provides input to existing knowledge or frames the problem to be solved. Creates knowledge content (articles) when they have a known solution that is not documented.
Most highly valued skills for this role?
- Successfully completed customer outcomes
- Delighted customers
- Clear, concise case documentation
- Knowledge Base contributions
- Timely, appropriate escalations with fully documented issues
- Process improvement recommendations
- Ability to manage cases and work projects concurrently
- Strong Brand
- Flexes communication style to match the customer need. Diffuses emotional customer.
- Effectively documents and shares problems and solutions
Technical Skills:
- Analyzes and diagnoses problems and applies known solutions.
- Proficient in general computer technical skills; differentiates problems caused by software vs. user-specific caused problems.
- Communicates (verbal and written) complex issues in ways that the customer easily understands and can apply the solution.
REQUIRED SKILLS AND EXPERIENCE:
Along with your outstanding drive for accomplishment, the successful incumbent will bring with them:
Must possess a troubleshooting and problem-solving mindset. Must have excellent oral and written communication skills, a strong customer orientation and good organizational skills. Individual must be process orientated, self-motivated and somewhat creative. Must work well under pressure Must be able to work independently yet maintain great relationships with peer team and cross-team members. Must be able to multi-task.
PREFERRED QUALIFICATIONS:
Help desk or call center experience in a SAAS environment Financial Institution online banking and mobile support Quicken, Quickbook, Business Banking, Payments, Money Movement or Online Transaction Experience
Visit our
careers site
for a list of the benefits offered in your region in addition to a competitive base salary and strong work/family programs.
EEO Statement
Integrated into our shared values is NCR's commitment to diversity. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture and physical ability. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.
Statement to Third Party Agencies
To ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.
Offers of employment are conditional upon passage of screening criteria applicable to the job.
Full time employee benefits include:
- Medical Insurance
- Dental Insurance
- Life Insurance
- Vision Insurance
- Short/Long Term Disability
- Paid Vacation
- 401k
EEO Statement
Integrated into our shared values is NCR's commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.
Integrated into our shared values is NCR's commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.
Statement to Third Party Agencies
To ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.
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