Customer Technical Support

Job description:

• 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.