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About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

Roles & Responsibilities #

Position Description and major responsibilities:

• As a Subject Matter Expert you will provide support to team who require assistance.

• The support will include problem identification, analysis, diagnosis and resolution.

• The SME will utilise Knowledge Systems provided by NCR and other vendors as appropriate to identify solutions to known problems.

• The SME is responsible for ensuring that solutions provided are successful.

• If no known solution can be identified, the SME is responsible for the escalation to other support centres where deeper level skilled personnel are available.

• The SME retains ownership of all escalated problems/issues through to resolution. The SME is also responsible for ensuring that NCR Management is informed if resolution to a problem will take longer than contractual requirements require.

• You can be assigned technical tasks regarding new services or customer implementations.

• You will provide input to the Knowledge Systems as and when required.

Capabilities:

• Flexible to scheduling, as the majority of the work must be provided in North American business hours, 24 x 7 days a week.

• Fluency in English, both oral and written is a must

• At least 18 months of experience in a support environment with the current team.

• Qualifications: Graduation / Degree Must from University or College is desirable.

Personnel Skills:

• Listening and communication skills.

• Analytical skills.

• Problem solving skills.

• Strong team player.

• Self-starter.

Responsibilities:

• Coaching and mentoring new agents and arrange refresher trainings for the team

• Ensure validity of incident data by constant scrutiny and review.

• Gain more knowledge on current processes and how we can improve in current environment.

• Participate in Service assumption efforts as and when required.

• Build strong working relationships with the team.

• Adherence to company policies and procedures.

• Ensure Floor Discipline by managing the Login hours and break time of agents in the absence of the Team Leaders

• Prepare the Staffing schedules as and when required

• Prepare Telephony Reports on Daily/ Weekly / Monthly basis as and when required

• Assist Team Leaders in Ensuring that the Team Goals and the Objectives are met

• The SME is also a contributor of productive work along with his additional responsibilities

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement

NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.