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Job Description:

About NCR
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 nearly 30,000 employees and does business in 180 countries

TITLE Account Support Analyst I

LOCATION Belgrade

GRADE 8

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY

Account Support Analyst is responsible for serving as a point of contact for client interactions providing customer specific analysis, leading to improved service fidelity and customer profitability

This position is responsible for Customer Escalation Management, Database and Configuration Management and Generating Reports on Customer Performance

Specifically, position maintains working relationships with all client operation and service delivery teams;

Position requires a thorough understanding of ACS systems, operations and policies, and customer contract specifics that are used to resolve customer problems;

Works cross-functionally to help clients continue to achieve superior operational performance

Responsibilities include

Assisting and working alongside Executive Service Managers and Senior Service Analysts
Preparing standard reports and ensuring SLA and other metrics are presented accurately
Ensuring customer data integrity for service delivery, billing and reporting
Ability to quickly determine next steps in problem resolution process, involving the necessary internal parties and timely updating the customer on the progress;
Managing client expectations and service requirements
Communicating specific SLA (Service Level Agreement) requirements to specific locations
Attending vendor and customer meetings when required;
Ensure that the customer uses the proper primary escalation contacts/processes within Services
Works with customer help desks on specialized activities when normal NCR processes are failing
Other job-related duties as assigned

Basic Qualifications

Minimum of High School diploma or 1 year of experience in analytical/customer services role
Proficient English Level (both verbal and written)
Needs to be available for all US Time Zones to coordinate with Customers and Account team May need to adjust as account responsibilities dictate
Excellent communication skillset to interface directly with external customers and internal NCR parties
Analytical and/or technical experience, preferably within NCR Services
General computer skills required; Microsoft Word/Excel proficiency

Specific skills & proficiency level

Ability to work in a fast-paced environment and multi-task Good time management and organizational skills
Ability to identify and resolve issues with a sense of urgency
Knowledge of EDW queries, Oracle systems, CWEB, MACC, Invoice Engine and other applicable systems
Detail oriented

Willing to work non-standard business hours as required by customers
Works well under pressure
Team player ability to work with colleagues in multiple locations

EEO Statement
Integrated into our shared values is NCRs commitment to diversity 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 NCR does not discriminate in employment based on sex, age, race, color, creed, religion, national origin, disability, sexual orientation, veteran status, military service, genetic information, or any other characteristic or conduct protected by law 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

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Internet/Dot com/ISP
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 11th Jan 2020

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