Vacancy posted: Thursday, 21 Jun 2012
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.
The Retail Helpdesk agent works in a high volume call center environment that includes helpdesks and technical support communities. The main focus of the position is Remote support second-line maintenance for Retail POS terminals but can also be extended to additional POS equipment of major retailers as well as back office and wireless and general PC equipment used in retail store environments..
Key Areas of Responsibility:
Incident Management - 85%o Take incoming customer calls (via telephone, email, voicemail or other automated alerts), log call details onto call management systems and provide response and resolution within SLA.o Maintain technical knowledge and expertise associated with applications and hardware specific to individual customers.o Liaise with Mentor on specific open calls ensuring no call is left unattended beyond SLA.o Proactively update customers with call status and resolution progress.o Monitor / progress all open calls in queue.o Progress / close service calls to a satisfactory conclusion on call management system.o Escalate potential service issues initially with Supervisoro Ensure contractual SLA is maintained.o Provide cover for other First Line Agents in their absence, either within the same team or across teamso Attend regular Team Meetingso Liaise with Supervisors/ Mentors on specific projects where requested.o To understand and comply with administrative duties including holiday, sickness and overtime forms in a timely and accurate manner.o To work on additional tasks required by Supervisor or Mentor connected to keeping up Helpdesk performance, quality and customer satisfaction, and any reasonable request coming from your aligned manager.Knowledge Management - 5 %o proactively research problems and solutions and share this information by creating knowledge articles in the knowledge tool.o share knowledge with colleagues through direct communicationTraining and development - 10%o Support less experienced colleagues on the helpdesk through joint working, monitoring, direct feedback and knowledge sharing.o Follow all mandatory training coursed according to provided timelines.o Follow your personal development plan training targets according to agreed timeline.
Capabilities:o Prior work experience in a customer support or technical support role is required.o Flexible to scheduling from Mo-Sun in shift rotationso Fluency in English, both oral and written is a must, plus any other European language.o 0 - 1 years of experience in a support environment or call centre are strong pluso MCSE, A+, Network+ is desirable (but not essential)o ITIL and Continues Improvement certifications are strong plusTechnical Skills:o Advanced knowledge level of Windows 2000 and XPo A level understanding of communication and networking technology (TCP/IP and other network protocols).o Basic knowledge of the Internet (especially Internet Explorer and Outlook).o Advanced trouble-shooting skillso A basic level knowledge of PC hardware equipment and utilisation (printers, scanners, modems, network cards).Personnel Skills:o Excellent communication skills at all levels including excellent listening skillso Possess strong customer service skills and be able to work in a dynamic team environmento Problem solving skillso Strong team playero Work evenings & weekendso Ability to work in a multitask fast paced environment
**To apply for this position, and for a list of the benefits offered in your region in addition to a competitive base salary and strong work/family programs, please visit our careers site at www.ncr.com\careers. If you any questions regarding this role, please contact
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.
NCR is an equal opportunity employer. It is NCR's 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, marital status, age, physical or mental disability, sexual orientation or veteran status.
Job Reference: 590592
NCR revolutionized business transactions bringing the Cash Register to international prominence and opening one of the world’s first sales schools. Today, NCR celebrates more than 125 years of business and continues to be the face of innovation, bringing to market state-of-the-art IT solutions that make headlines and constantly push the boundaries of technology. Help lead the way to the next generation of self-service technology by revolutionizing how consumers interact with businesses around the world.