NCR Account Support Analyst - Belgrade, RS in Belgrade, Serbia

About NCRNCR Corporation (NYSE: NCR) is the global leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences. With its software, hardware, and portfolio of services, NCR enables nearly 700 million transactions daily across retail, financial, travel, hospitality, telecom and technology, and small business. NCR solutions run the everyday transactions that make your life easier. NCR is headquartered in Atlanta, Georgia, with nearly 30,000 employees and does business in 180 countries.

Title: Account Support Analyst

Location: Belgrade, Serbia

JOB DESCRIPTION SUMMARY:

  • Position responsible for ensuring contractual obligations with customers are met on a Service Ticket and systems basis;

  • Coordinates activities associated with product/service resolution issues.Responsible for coordinating delivery of client service components during the life cycle of the client relationship.

  • Work with Customer and NCR functional groups to effectively plan and execute the implementation of NCR technologies.

  • Required to maintain working relationships with the Customer and NCR WCS operations-functional groups to effectively plan and execute the implementation of NCR technologies, including but not limited to: Field Support Centers, Field Operations Management (primarily TMs), the Worldwide Service Logistics organization, the Billing Operations Center and Customer Advocates, 3rd party contractors, and Customer Care Centers.

  • Must have a thorough understanding of WCS systems, operations and policies, and customer contract specifics that are used to resolve customer problems;

  • Works with many implementation roles such as Project Managers and Implementation Managers/Coordinators as NCR implements solutions;

  • Required to coordinate WCS internal projects for the customer.Assist AS 3-4s, TMs, and/or ESMs in the following areas: Service Delivery and Service Fidelity, evaluate ongoing effectiveness of Parts Plan with the Logistics Analyst & provide updates.

  • Proactively monitors and manages compliance and quality of post-sales and implementation services as follows:

  • Communicate specific SLA (service level agreement) requirements to international locations;

  • Actively assist in SLA commitments including running the SLA monitoring tool daily;

  • Analyze account-specific subcontractor performance and match to SLA requirements for compliance.

  • Provide information to the Logistics Analyst for account-specific Parts Plans;

  • Update the Account Support Plan as required.Assist with determining Out-of-Scope services rendered to the customer;

  • Attend vendor and customer meetings when required.

  • Provide input to the Customer Specific Service Aid Mini Manual (SAMM).

  • Ensure that the customer uses the proper primary escalation contacts within WCS.

  • Isolates problems and creates resolution plans;

  • Logs problem resolution/maintains databases (Asset Tracking).

  • Prepares standard reports to ensure SLA is represented accurately.

  • Perform analysis on all penalties for all NCR service delivery contracts subject to penalties.

  • Run Standard and ad hoc Reports;

  • Gather information for the Critical Care Process when needed;

  • Ensure customer data integrity in CWEB and ORACLE ES for service delivery, billing and customer reporting.

  • Work with customer help desks on specialized SLA management activities, when normal NCR processes are failing;

  • Maintain customer relations and observe customer process change.

  • Assist with accounts receivable management;

  • Run EDW queries for margin improvement/incident reduction.

  • Fast-paced, team environment working with internal networks and the external customer;

  • Daily job responsibilities may change based on customer need;

  • Maintain and update knowledge/skills through training and development opportunities.

Working time: 15.00-23.00h

QUALIFICATIONS:

  • Strong customer facing skills

  • Analytical and/or technical experience, preferably within NCR Services

  • Demonstrated proficiencies with Microsoft Office Suite software

  • Knowledge of EDW queries, Oracle system knowledge preferable

  • Excellent written and verbal communications skills

  • Ability to work in a fast-paced environment and multi-task; Good time management and organizational skills

  • Ability to identify, take ownership and resolve issues with a sense of urgency

  • Detail oriented

  • Ability to work as part of a team or independently

  • Willing to work non-standard business hours as required by customers

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!