Job Description

Roles & Responsibilities

Ability to act as single point of contact for NCR Financial customers with Incident Management Services

Accountable for continuously receiving and handling high volumes of customer calls

Responsible for service requests from customer and resolution of problems; generate daily and weekly incident reports; review incident history to determine recurring faults

Monitor ATM networks

Determine priority based on problem information and documented guidelines; Provide accurate solutions to user problems

Use tools to remotely access customer equipment to diagnose and resolve customer problems

Document, verify and make appropriate corrections to the incident record and customer profile; Updates work orders and provides status information

Escalate customer problems both internally and externally, when required and according to defined escalation paths

Acquire and maintain current knowledge of relevant product offerings and support policies

Training of new agents; training of existing agents with new/revised processes

Assist Level 1 agents in all areas as required

Assign tasks to agents on schedule as required

Enhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches

Participate in team projects that enhance the quality or efficiency of the Service desk

Work with other Support Specialists to coordinate and quickly resolve customer issues; provide regular updates to customers as efforts for resolution progress

Contribute as a team member; participate in objective setting, performance management, reward and recognition programs

Participate in special projects as assigned to continuously improve processes, tools and organization

Requires rotation in work hours involving weekend, holiday or extended hours

Desired Candidate Profile

• Bachelor's degree
• Bilingual (French / English)
• Previous experience in a Customer Support and/or Helpdesk environment
• The candidate will have an aptitude for providing positive customer service and good communication skills (written & spoken)
• Keyboard proficiency and understanding of Windows-based applications/tools
• 2+ years of related experience
• Self-driven and results oriented. Ability to work under pressure within flexible working hours
• Communication skills: Ability to effectively communicate with customers while protecting the company's position, ability to gather, organize and present information in a focused and concise manner, ability to listen and foster open communication