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описание
NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide.
Title: L2 Support
Location: Global
Grade: B2
задачи
Works closely with L1, and directly with customers/technicians (NCR or 3rd Party) on solving known issues with known solutions
Works closely with L1, and directly with the customers/technicians to apply solutions on unusual problems
Responds to unusual customer special requests
May provide service to critical customer accounts or enhanced/ premium service accounts
Provides direct remote resolution support
Assesses the root cause of problems and informs customers on steps to resolve problems
Coordinates engineer work assignments based on volume and availability; requires multiple resources in routinely complex assignments.
Acts as mentor for Customer Care Representatives, Service Desk Agents L1 for managing workload and procedures.
Handles planning and installation on critical customer accounts or enhanced / premium service accounts
Applies diagnostic and troubleshooting scripts, protocols and related systems
May develop resource planning and supervisory skills
Develops and applies knowledge of:
Call center procedures and troubleshooting protocols
A small number of product domains or customer specialties
требования
12-18 months minimum experience in L1 role
Finished technical certification for the specific customer within the team
Advanced computer skills
Mentoring abilities, training skills
Good communication skills
Relationship building skills; Excellent communication skills, verbal and written as well as listening skills
Problem solving and analytical thinking
Data analysis and proficiency in Excel & PPT
Root cause analysis and deep understanding of NCR and Hospitality related products and environments
Offers of employment are conditional upon passage of screening criteria applicable to the job
