NCR Supportability Analyst 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: Supportability Analyst

Location: California (virtual); Georgia (virtual)

Grade: 10

Position Summary:

Supportability Analysts are customer advocates, providing VOC feedback while working with product design teams, to influence both the prioritization of what is worked on and insight into how to design the offering to both improve the customer experience and the effectiveness of providing support. As the offering moves to release, Supportability Analysts work with Product Management to understand the offering and to learn and enhance support methods during limited availability roll outs. They also work with support groups to ensure that the systems, processes and tools that enable support delivery are in place and functioning properly prior to release. Once the offering is released, they work with various teams to gather feedback, propose solutions, influence prioritization for improvements, and recommend various

training/communication enhancements to create a better customer experience.

The Supportability Analyst assists in the management of critical, complex and escalated issues that have heightened visibility within the company. They may be required to assemble the appropriate resources to ensure timeliness of resolution for these issues. In addition, they act as a key resource for Customer Care in assisting them in resolving client issues which may include coaching, training, and creating or improving knowledge content.

Key Areas of Responsibility:

  • Creates knowledge content to document previously unknown solutions.

  • Acts as a resource to help less experienced staff. Provides training, coaching, and mentoring of Customer Care team members at all levels.

  • Develops support workflows and training materials for assigned products

  • Collaborates with Learning & Development to develop and deliver training that is accurate and contributes to reducing the learning curve. May facilitate training with their support.

  • Utilizes product knowledge and trends to understand client needs. Understands the business logic of the offerings and applies this knowledge to proactively optimize the customer experience. Provides better understanding of volumes, trends, customer perspectives and pro-active opportunities to meet business objectives.

  • Provides client feedback to stakeholders based on key product service issues, defects, customer usability and design faults.

  • Evaluates overall product support effectiveness of internal processes, tools and systems, recommending changes, as appropriate. Leads establishing and implementing continuous improvements in process and business results.

  • Manages projects and experiments with the intended result of improving process, client experience or innovation

  • Maintains expertise and knowledge in products, services, and systems; leverages this expertise/knowledge when reviewing business processes for accuracy as well as recommending and implementing improvements to processes

  • Pilots new tools and new/updated offerings; coordinates with project teams and system developers to share feedback and identify enhanced solutions.

  • Participates in projects as a subject matter expert in products/processes supported.

  • Works on critical and escalated issues where analysis of situations or data requires review of a variety of factors and judgment to determine appropriate action.

  • Partners and collaborates across functional and/or organizational boundaries

  • Identifies and troubleshoots more complex problems escalated by the Software Support team, including but not limited to systems or services not performing as designed; determines and rolls out short-term solutions while engaging with other departments to identify and implement long-term solutions.

Basic Qualifications:

  • Highly organized with attention to quality work

  • Effective written and verbal communication with a high degree of technical writing skills to ensure accurate and easy to understand content used by clients and the Customer Care team.

  • Communicates effectively and clearly, works well with others and willingly responds to requests for assistance

  • Ability to coordinate multiple objectives across a broad spectrum of goals

  • Ability to handle high pressure client situations and work multiple escalations

  • Able to work with customers to identify and resolve issues quickly and ensures organization addresses issue’s root cause.

  • Ability to analyze developments/trends and present the issue to key stakeholders for timely and effective resolution

  • Works effectively as part of team, while often working independently and with little direct supervision to accomplish goals and achieve results

  • Ability to recognize high-level opportunities for improvement and change

  • Strong interpersonal skills and demonstrated teamwork

  • Ability to effectively analyze a situation and be able to take appropriate action against it

  • Understands company strategy and priorities to contribute to team planning and execution

  • 4 year College Degree preferred

  • 3-5 years of customer facing experiencing in a SAS environment, extensive experience with digital banking products 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 for 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!