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NCR Remote Resolution Specialist I in Belgrade, Serbia

About NCR

NCR Corporation (NYSE: NCR) is a leading software- and services-led enterprise provider in the financial, retail, hospitality, telecom and technology industries. NCR is headquartered in Atlanta, Ga., with 34,000 employees and does business in 180 countries. NCR is a trademark of NCR Corporation in the United States and other countries.

Position: Remote Resolution Specialist I – Spanish speaker

Location: Belgrade, Serbia

Grade: 7

Working time: Monday-Friday, 8-16h

Position Summary:

Provide direct/remote resolution support through assessing root cause of problems and informing customers on steps to resolve them. Reduce number of dispatched calls through remote resolution practices or dispatch with purpose and advise engineers on detected issues.

Roles and Responsibilities:

  • Daily monitoring of work queue during assigned hours or shift

  • Analysis of all significant aspects of SR to ensure the engineers assistance is needed

  • Contacting and guiding the Customer through troubleshooting steps to remotely resolve issues

  • Assessing the relevance and validity of all information provided/gathered from the customer, updating Service Request in an organized manner

  • Providing updates to all inquiries coming from both external customers and NCR functions: proactively seeking for information and/or escalating when needed to ensure accurate and timely customer response

  • Providing special service to critical customer accounts or enhanced/premium service accounts on request

  • Providing continuous feedback on process improvements

  • Perform other corresponding duties and tasks in accordance with his qualifications, as directed by Employer

Basic Qualification:

  • Candidate should possess minimum C1 Spanish language skills, and High School degree or equivalent

  • Basic PC/MS Office, telephone, and customer service skills

  • Strong troubleshooting skills and capabilities

  • Candidates should be familiar with Network protocols

  • Candidate should have an aptitude for providing positive customer service and excellent written and verbal communication skills

  • Knowledge of Portuguese language would be an advantage

Works constructively and collaboratively with others and across organizations to accomplish organizational goals and objectives. Applies methodologies, processes and tools to enhance work effectiveness and to implement process improvements. Leverages experiences and acquires and shares new skills and knowledge to enhance organizational capability and individual competence.

Demonstrates a sense of urgency for customers. Fosters teamwork by identifying and removing obstacles to ensure organization results are achieved.

Writes, speaks, listens, and presents information effectively and persuasively. Provides feedback to associates through verbal and/or written mediums.

Innovative attitude, stress resistant, team player, flexible and detailed oriented.

The incumbent is required to comply with and adhere to all applicable, facility, safety, health, and environmental rules and regulations while working for this company.

EEO StatementIntegrated into our shared values is NCR’s commitment to diversity. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. NCR does not discriminate in employment based on sex, age, race, color, creed, religion, national origin, disability, sexual orientation, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.Statement to Third Party AgenciesTo ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.

We are NCR. We power incredible experiences that make life easier. We're changing the way you bank, shop, eat and travel, enabling nearly 700 million transactions daily. How do we do it all? With iNCRedible people like you. A career here means embracing our culture and shared values, always seeking new adventures, and carving your own path. We've been around more than 130 years and we're just getting started. Join us as we build the future of omnichannel experiences, and have fun doing it!