Help Desk Representative
- NCR Corporation
- 0 - 2 years
- Mumbai
- 5 months ago
- Email to a friend
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Job Description
TITLE: Help Desk Representative (II)
GRADE: 7
Position Summary & Key Areas of Responsibility
- Position requires the ability to act as single point of contact for NCR Atleos Financial customers with Incident Management Services
- 7x24 monitoring of customers ATM/ABM network across Canada, which includes six different time zones
- Accountable for continuously receiving and handling high volumes of customer calls
- Responsible for service requests from customers and resolution of problems; Generate daily and weekly incident reports; Review incident history to determine recurring faults
- Determine alert priority based on documented processes and guidelines
- 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, as required and according to defined escalation paths
- Acquire and maintain current knowledge of relevant product offerings and support policies
- Participate in special projects as assigned to continuously improve processes, tools, systems and organization
- Enhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches
- Work with 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
- Requires rotation in work hours involving weekends and holidays
Basic Qualifications
- Bachelors degree
- Bilingual (English/French)
- The candidate will have an aptitude for providing positive customer service and good communication skills (written & spoken)
- Knowledge of Automated Banking Machines (ATM/ABM)
- Keyboard proficiency and understanding of Windows-based applications/tools
Preferred Qualifications
- Previous experience in a Customer Support and/or Helpdesk environment
- 1+ 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
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: After Sales Service & RepairRole: After Sales Service & Repair - OtherEmployement Type: Full timeContact Details:
Company: NCR CorporationLocation(s): Mumbai
Keyskills: helpdesk customer support journalism microsoft windows content writing cleaning news editing news reporting housekeeping housekeeping management news writing editing team leading hospitality hotel management mass communication
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