NCR Dutch Help Desk Representative in United States

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: Dutch Help Desk Representative II

LOCATION: Belgrade

GRADE: 7

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:

  • Position works in a high volume call center environment serving as the primary interface to internal and external customers and/or their agents

  • Engage with Call Management team for customer's inquiries or request for escalation; Work directly with customers in local language, answering calls, determining customer entitlement, document requests for service, dispatch technicians and escalate when necessary; Schedule customer installation activity

  • Daily monitoring of email window is essential; Receive and document service request and customer information; Ensure customer entitlement; Updates work orders and provides status information

  • Gather problem information and determine criticality; Capture information and record data in desktop tools; Generates daily and weekly incident reports; Review incident history to determine recurring faults

  • Follow Global Call Taking tools, process and procedures as documented and posted in GP&S

  • Document, verify, and make appropriate corrections to the service request and customer profile; Communicate with the Customer Advocates for permanent change to the customer profile

  • Contribute as a team member; Participate in team meetings and activities

  • Participate in objective setting, performance management, reward and recognition programs; Participate in projects to continuously improve processes, tools, systems and organization

  • Be aware of Corporate Equal Opportunity/Affirmative Action programs and guidelines and is responsible for providing equal opportunity to all associates in all phases of the business

  • Emphasis may be on manual skills; this position involves prolonged periods of PC and telephone usage; accountable for continuously receiving and handling high volumes of customer calls

  • Proficiency in data entry software applications and related desktop tools is necessary

  • Monitors incident status and escalates cases that are not resolved in a specific time-frame

  • Work environment for this position involves rotation in work hours, weekend or holiday hours, and/or may require extended hours, as needed, to accommodate customer needs; Success with this position will be measured on speed of response, clarity and accuracy of captured information

  • Work within a team environment and interacts with both internal and external customers

BASIC QUALIFICATIONS:

High School Diploma

Advanced or Fluent knowledge of Dutch

Effective interpersonal and communicational skills, including listening skills

Enthusiastic and hard working

Keyboard proficiency (accurately type minimum of 30 WPM); Understanding of Windows-based applications/tools

PREFERRED QUALIFICATIONS:

Associate’s Degree preferred

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!