Field Support Specialist

About NCR

NCR Corporation (NYSE: NCR) is a leading software
- and services-led enterprise provider in the financial, retail and hospitality industries. NCR is headquartered in Atlanta, Georgia, with 36,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

Job responsibilities:
Field Support Specialist works in a complex technical environment, solving remotely (by telephone or remote access tools) the first level problems (hardware and software) of the products that NCR services.

Identify solutions to difficulties and processes when they are related to the services provided by NCR.

Communicates with internal and external organizations to resolve problems while maintaining full ownership.

The main activity is to help Client and NCR to solve complex service problems and facilitate dialogue between Client / NCR.

It also interacts with many areas to ensure that NCR will provide the best customer service.

Basic qualifications:
Technical education

2 or more years of work experience with Support Software

Communication

Knowledge of spanish

Positive and proactive attitude

Other requirements:

- Knowledgeable across the related LOB Services range including all Managed Services solution(s) currently released and supported, but may require assistance to progress an incident out with assigned product solution(s)
- Knowledgeable on assigned Software as a Service solution(s) and can investigate issues and very infrequently require assistance
- Very knowledgeable on specific areas of solution(s) to SME level and can assist others with investigations
- Basic knowledgeable on 3rd party products used within customer solutions
- Mentoring and assisting support peers in product and systems technical details, management of issues and all aspects of the respective role

Design/Develop corrective action(s) to resolve product or system problems with no known Managed Services solutions
- Gather and analyze information, formulate and test hypothesis
- Identify, design, develop and validate solution
- Ability to research problems with no known solutions and design solutions for identified problems
- Collaborate and communicate with technical suppliers including other Software Support Engineers, Third Party Suppliers, Product Development Engineers, Solutions Managers, Professional Services and Technical Support Specialists as appropriate; whilst maintaining ownership of the incident
- Ability to manage multiple issues of differing stages of investigation and priority without assistance
- Work with product developers to assess and create product alterations and contribute to long term solutions

Actively participate in making the team a success by achieving the team objectives
- Actively participate in making the team a success by achieving the team objectives
- Adherence to Guidelines of the region
- Knowledge metrics and knowledge code compliance as per department objectives
- Proper usage of incident tracking tool (as per incident working guidelines)
- Productivity (as per cascaded objectives)
- Accurate and prompt time logging (direct and indirect)
- Work all incidents diligently to ensure customer satisfaction targets are achieved

Enhance customer service by dealing with all incidents professionally and adhering regional guidelines
- Enhance customer service by dealing with all incidents professionally
- Ensure customers are kept updated with current status of investigation as per SLA guidelines
- Maintain ownership of incident at all times
- Customer escalation management with some assistance (Incidents identified and escalated)
- Including key position of driving and communicating a status of incident to all relevant parties including senior management as required

Enhance organization dynamics by building and maintaining internal and external relationships
- Mandatory compliance to NCR's Code of Conduct & Shared Values
- Build relationships with people across a variety of functions within the organization
- Relate to others in an accepting and respectful manner, regardless of their organizational level, personality, or background
- Build collaboration by identifying and conveying common interests and priorities (including removing barriers and breaking down silos)
- Appropriately involves others in decisions and plans that affect them

Record and communicate solution creation information in a timely manner
- Populate the knowledge base with product and in-depth technical information
- Ensure article is created & released for appropriate audience (external/internal)

Enhance individual performance and career development by focusing on technical areas and personal skills outside current areas of expertise
- Continuously develop and maintain pertinent technical knowledge and troubleshooting skills
- Assess personal skills and schedule training
- Utilize knowledge of customer to enhance capability to meet customer needs

Proactively search for trends in product quality an