Global Sco Support

hace 2 días

Sevilla, España NCR A tiempo completo

Title: Global SCO Support, Level 2

Grade: 8

Location: Seville, ESP

& KEY AREAS OF RESPONSIBILITY:

- Position works in medium call volume service desk environment, supporting NCR's Self-Serv Check Out customers and channel partners.
- Responsible for Remotely delivering solutions, dispatching service personnel and when appropriate verify resolution of a customer's issue that has not been escalated; Work directly with the customer to understand the problem, and /or escalate problem to the next level.
- Following the documented Remote Incident Management Process, position’s primary responsibility is to perform Level 2 technical troubleshooting of Self-Serv Check Outs on inbound incidents created by customers’ internal support teams.
- Escalate both internally and externally when required according to defined Escalation Paths.
- Enhance and develop quality support methods and communication skills through coaching feedback, and other developmental approaches.
- Use tools to remotely access customer equipment to diagnose and resolve customer problem; Follow solutions outlined in the knowledge database; Verify resolution of problem with the customer; Record information into the ITSM or dispatch tool (ES Oracle / NEOS).
- Contribute as a team member; Participate in team meetings and activities; Participate in objective setting, performance management, reward, and recognition programs; Assist maintaining the knowledge base and work on continuously improving it.
- Participate in special projects as assigned to continuously improve processes, tools, systems, and organization.
- Support less experienced colleagues on the team through joint working, monitoring, direct feedback, and knowledge sharing.

BASIC QUALIFICATIONS:

- High School Diploma or equivalent.
- Advanced level of spoken and written English language (B2 or C1).
- Advanced level of spoken and written Portuguese language (B2 or C1).
- 0-2 years of related experience.
- High level knowledge of PC hardware equipment and utilization (printers, scanners, modems, network cards).
- Excellent communication skills at all levels including excellent listening skills.
- Possess strong customer service skills and be able to work in a dynamic team environment.
- Advanced problem solving and troubleshooting skills.
- Ability to work a flexible schedule (evenings/weekends); Ability to work in a multitask fast paced environment.
- Good understanding of opportunity costs and importance of proper processes followed, with the right approach to the cost reduction.

PREFERRED QUALIFICATIONS:

- Associate degree preferred.
- 2+ years of service desk experience.
- Experience in providing in-house escalation assistance.
- A track record showing initiative leading to positive results.

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