Software Support Specialist Ii

Software Support Specialist II page is loaded Software Support Specialist II Apply locations CEBU CITY, PHL time type Full time posted on Posted 3 Days Ago job requisition id R0135959 About NCR NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.
TITLE: Software Support Specialist II
LOCATION: CEBU
GRADE: 07
ABOUT NCR CORPORATION: NCR Corporation (NYSE: NCR) is the global leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences. With its software, hardware, and portfolio of services, NCR enables nearly 700 million transactions daily across retail, financial, travel, hospitality, telecom and technology, and small business. NCR solutions run the everyday transactions that make your life easier. NCR is headquartered in Atlanta, Georgia, with approximately 36,000 employees and does business in 180 countries. 
Position Summary & Key Areas of Responsibility Works directly with customers to resolve recurring or standard problems
Provides technical support and assistance to clients and businesses regarding hardware and software issues
Provides support with installing, configuring, and updating hardware and software, as well as fixing any issue related to the equipment that may come up on daily basis
Allocates engineer appointment times for jobs requiring multiple resources on-site
May respond to escalated calls
Implements remote fixes relying on guided search for diagnosis across multiple product
Responsible for successfully completing initial and all subsequent additional internal or external technical, administrative, procedural, communicational and customer handling/care trainings, coaching and courses after which is considered trained and familiarized with all duties, responsibilities, processes and procedures of the position.
Responsible for being fully familiar and compliant with all current duties, responsibilities, processes and procedures of the position through following all official channels of communication including but not limited to: knowledgebase repositories, CRMs, physical and digital documents, email, electronic and verbal directives from the leadership, etc.
Responsible for being fully familiar and compliant with all required and applicable NCR global procedures, training, Core Shared Values compliance, Code of Conduct, Security Awareness, Rulebook, labor law and labor regulations and any other procedure applicable to the position.
 Position is part of the Team consisting of variable number of same or similar positions, performing/having same or similar duties, responsibilities, processes and procedures. 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;
Communicates with customers through various inbound and outbound official channels of communication (e.g. email, IM chat, phone, live, etc.)
Identifies the issue by successfully identifying the customer and their level of entitlement, identifying the affected product, services and/or equipment and identifying the nature of the issue itself.
Gathers detailed and precise information about the issue.
Records the call/issue through call/incident tracking systems by investigating the history of the issue (on both product level and customer level) and by creating new tracking incident or updating the existing one. Thoroughly, precisely and accurately documenting the issue.
Reviews incident history to determine recurring faults.
Works on resolving (and subsequently closing) the assigned incident, primarily incidents created personally during the ongoing communication with the customer (or immediately after the call) and secondary from monitoring the assigned queues in the Incident Tracking Systems (e.g. backlog queues, queue of incidents created by Support, voicemail/callback queues, priority queues, predictive queues, auto-generated queues, etc.)
If the incident is an information request to which the customer is entitled to (e.g. inquiry about products, services and equipment, their functionality, features, operation instructions, status update of the existing issue/incident, etc.), providing the requested information
If the incident is an issue with supported product, services and/or equipment, resolving the issue by restoring the supported product, services and/or equipment to normal operating condition (or as close to normal operating condition as possible) through following official processes and procedures.
If possible and required, reproducing the issue either in laboratory conditions or on affected site using remote access.
Troubleshoots issues directly through remote access to affected product, services and/or equipment using official tools or indirectly by remotely guiding the customer to perform troubleshooting steps. Verify resolution of the problem.
Prepares and sends escalations to other teams entitled to receive escalations from Support, including but not limited to: Advanced support, Field Support, more specialized Teams, Account Support, Sales, etc.
Ensures customer satisfaction through following all other duties by following Customer Care/Satisfaction Protocols
Participates in special projects as assigned by leadership by performing duties relevant to the business operation that differ from the primary work duties and responsibilities
Submits daily/weekly/monthly report to their manager.
Supports less experienced colleagues in the Team through joint working, monitoring, coaching, training, direct feedback and knowledge sharing.
Performs other tasks at manager's request
Ensures required level of quality, quantity and efficiency of work
Ensures required level of accountability, responsibility, work ethics, etc.
Ensures required level of teamwork, office discipline, communication and behavior
Improves/Enhances Team's support processes and procedures by contributing in process optimization, either directly through active participation (e.g. writing knowledge articles based on lessons learned in resolving customer issues) or indirectly through documenting the resolution methods in incident Tracking Systems
Works on personal improvement through reviewing and analysing provided feedback, improving available improvement points, applying learning opportunities, optimizing workflow and improving required skills and knowledge
Contributes as a team member, participate in team meetings and activities, participating in Team and personal objective setting, performance management, reward and recognition programs.
Participates in special projects as assigned by leadership by performing duties relevant to the business operation that differ from the primary work duties and responsibilities.
Part of a team that works 24/7 which means role could be on a shifting schedule, evening shift, and employee may be required to work on weekends and/or holidays.
Requirements for the job: At least 2nd year college level, preferably IT/Computer-related
With contact center experience preferred
Satisfactory initial level of communication and customer support skills, customer care skills and customer handling skills;
Satisfactory functional knowledge of foreign languages required for communicating with customers;
Satisfactory technical aptitude and problem-solving skills; SQL knowledge is a plus
Ability to successfully complete and successfully utilize technical training required for successful execution of work duties and responsibilities as defined by the job description;
Work Ethics, behavior and attitude compliant consistent with Work Rulebook, NCR's Core Shared Values and Code of Conduct.
Offers of employment are conditional upon passage of screening criteria applicable to the job.
EEO Statement
Integrated into our shared values is NCR's commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.
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.
About Us Help us run the world's top brands.
At NCR , you'll have meaningful and relevant work experiences, opportunities to learn and make a real contribution. Every day we build on our 130+ year history to transform, connect and run our customers' technology platforms.
A career here means embracing our innovative culture and shared values , always seeking new adventures and carving your own path.