Responsible for providing support to service-entitled customers.
Deliver remote resolutions, and status updates to reported issues while working directly with the customer using existing tools such as email, phone, and chat.
Provide technical support for Hospitality, Retail, Banking and/or Cloud NCR supported products, systems, and other related software instances.
Review incident history to determine recurring faults and trends.
Use existing and current tools to remotely access customer environments to diagnose and resolve reported problems.
Record detailed work notes/logs using the most current incident management system.
Coordinate with dispatch services and other internal teams to the ensure timely resolution of customer-reported problems.
Escalate problems to the next level if unable to resolve them in a timely manner by following existing and pre-defined internal and external escalation paths.
Follow documented processes that fall within the Level 1 technical troubleshooting scope of supported equipment; the scope varies from team to team and is described in a team's existing knowledge base.
Provide accurate solutions to user problems and take ownership of service requests to ensure timely reactions in accordance with internally defined KPIs.
Enhance and develop the quality of support methods and communication skills through feedback.
Assist and ensure knowledge distribution among customers and teammates by writing knowledge articles based on lessons learned.
Participate in team meetings, performance management, and any special projects assigned.
Maintain and further develop technical knowledge and expertise associated with multiple applications and hardware specific to customers solutions.
Follow all mandatory training courses according to provided timelines and deadlines and ensures security standards and protocol compliance.
Performs all other tasks at the manager's request.
