Technical Support Representative 1

TITLE: NCR SMB SW Support, Technical Support Representative, Level 1

LOCATION: Cebu

Core Responsibilities:

• Position works in Technical Assistance Center (TAC) environment supporting NCR's customers (both internal and external) and their analysts in providing problem resolution for NCR products and services and other related products and/or equipment;
• Responsible for ensuring the customer's entitlement of services; Remotely deliver solutions, dispatch service personnel, and when appropriate verify resolution of a customer's issue that has not been escalated; Work directly with the customer to understand the problem, and/or escalate problem to the next level;
• Following the documented Remote Incident Management Process, position's primary responsibility is to perform Level 1 technical troubleshooting of supported point-of-sale devices and other supported equipment (depending on client and Team assignment); Scope of level of support will be described in detail in assigned Team's Knowledgebase and documentation; Scope of level of support varies from Team to Team;
• Reviews incident history to determine recurring faults;
• Provide technical phone, email, chat and/or other kind of support on Hospitality, Retail, Financial and/or Cloud NCR supported products, systems and other related software products; Provide accurate solutions to user problems to maximize product or system availability; Take ownership of service request from customer and ensure timely and satisfactory resolution of problem;
• Escalate both internally and externally when required in accordance with defined Escalation Paths;
• Enhance and develop quality support methods and communication skills through coaching feedback, and other developmental approaches;
• Assist in the resolution of user and support issues over multiple user sites to ensure timely distribution of knowledge and cause positive impact on user satisfaction; Updates work orders and provides status information;
• Research, resolve, and respond to questions received via telephone calls, letters, and callbacks in a timely manner, in accordance with current standards and set targets; Communicate with customers through various means (oral, written, electronic) to remotely resolve customer problem;
• Use tools to remotely access customer equipment to diagnose and resolve customer problem; Follow solutions outlined in the knowledge database; Verify resolution of problem with the customer; Record information into the Incident tracking) system;
• Document, verify and make appropriate corrections to the incident record and customer profile; Ensure thorough documentation of problem description and all subsequent activity; Write knowledge articles based on lessons learned in resolving customer issues;
• Contribute as a team member; Participate in team meetings and activities; Participate in objective setting, performance management, reward and recognition programs;
• Participate in special projects as assigned to continuously improve processes, tools, systems and organization; Coordinate project start up activities;
• Maintain technical knowledge and expertise associated with multiple applications and hardware specific to individual customer's solution;
• Support less experienced colleagues on the helpdesk through joint working, monitoring, direct feedback and knowledge sharing; Follow all mandatory training courses according to provided timelines;
• Record information into the Incident tracking system; Conduct Incident quality audits and Call Monitoring activities through monitoring tool;

Qualifications:

• At least 1-2 years of experience in performing the same or similar activities;
• Satisfactory level of communication and customer support skills, customer care skills and customer handling skills;
• Satisfactory technical aptitude and problem-solving skills providing the ability to successfully complete and successfully utilize technical training required for successful execution of work duties and responsibilities as defined by the job description;

Shift and work arrangement:

• 24/7 support
• Rotating Shift
• Onsite