.About NCRNCR 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.TITLE: Account Support AnalystLOCATION: Mexico CitySUMMARY: In this role, One NCR is about giving customers one NCR point of contact from the time they report an incident until it's resolved, managing all aspects of NCR Services delivery to the client.
Providing analysis and actions leading to improved customer satisfaction, improved service fidelity and profitability.
You must have a thorough understanding of Services Systems, Operations, Policies, and Customer Contract Specifics that are used to resolve customer situations.
Must be able to quickly identify next steps in the problem resolution process leveraging ITIL practices.
Actively assess the customers environment and proactively identify actions for continuous improvements.
Account Support roles can be a stand-alone role or part of a dedicated Customer Support Services Team:QUALIFICATIONS AND EDUCATION REQUIREMENTS- Technical/Vocational certification or High School diploma or, 0-1 years of related experience- Detailed oriented, analytical and/or technical experience, preferably within NCR Services- Ability to work in a fast-paced environment.
multi-task, time management and organizational skills- Ability to identify and resolve issues with a sense of urgency& KEY AREAS OF RESPONSIBILITY:- Client Governance - Top priority is customer satisfaction.
Establish an aligned governance model with your client(s).
Cadence drives service performance, engagement and ongoing improvements.
Daily interactions, delivering services contract terms during the lifecycle of the agreement.- MyNCR Portal - MyNCR is NCR's customer portal that gives customers access to create workorders.
Client training to ensure they can create, escalate and update workorders and view invoices.- Service Performance Delivery of KPIs - Ensure data integrity within the NCR systems.
Performs reporting and prioritizes, maintains working relationships with client and internal organizations.- Customer Engineer Support - Provide general and or account specific support to the customer engineer.- SLA Penalties - Penalties assessed if SLA is breached.- Parts & Logistics - Spare Parts Logistics consists of national, local or customer engineer trunk stock required to support the field.
Understand the process and be proactive in ensuring parts are in the right place, right time working with Logistics.Offers of employment are conditional upon passage of screening criteria applicable to the job.EEO StatementIntegrated into our shared values is NCR's commitment to diversity and equal employment opportunity