Sw Support Sme

About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

TITLE: Software Support SME

GRADE: 12

About NCR Atleos Corporation (NYSE: NATL)

Since 1884, NCR Atleos has been at the forefront of the transactions that run the world around us. From local credit unions to the most sophisticated banks and retailers on the planet, NCR Atleos powers the technology that makes your everyday easier. We offer all the services, software and hardware solutions needed for a comprehensive self-service channel. Our people are at the heart of the technology we deliver. Collaborating with diverse teams across continents, you’ll have the opportunity to innovate to impact change and create exceptional experiences for our customers and our customers’ customers. We do business in more than 140 countries.

Position Summary & Key Areas of Responsibility

The Software Support (SWS) SME works in partnership with clients, identifying product bugs, advising them how to use product technology and changing configuration setup to meet their business objectives or overcome problems. SWS SME needs domain and technical knowledge, needs to be customer oriented and ready to provide quick but quality solution to satisfy customer needs.

Responsibilities
- Decisive individual with capability to work with mínimal management guidance.
- Ability to research problems with no known solutions and design solutions for identified problems.
- Collaborate and communicate with technical suppliers including other Software Support Engineers, Third Party Suppliers, Product Development Engineers, Solutions Managers, Professional Services and Technical Support Specialists as appropriate; whilst maintaining ownership of the incident
- Knowledgeable on 3rd party products used within customer solutions
- Prepare and deliver training on products and systems, as appropriate
- Prepare various technical documents on technologies, customer environments, products and systems
- Actively participate in making the team a success by achieving team objectives
- Adherence to NCR Atleos Software Support SLA Guidelines
- Proper usage of incident tracking tool (as per incident working guidelines)
- Work all incidents diligently to ensure customer satisfaction targets are achieved
- Identify potential customer escalations and keep management informed
- Assist team members with management of high priority incidents/ critical sites
- Early adoption of new technologies
- Identify training required for team to ensure NCR Atleos Software Support are ready to support new products
- Work with LT on targeted special projects
- Identify ideas, tools, processes and sharing of information to assist in the ongoing improvement and efficiency of NCR Atleos Software Support
- Is an initial escalation point for all team members for resolution of internal or external technical issues of any nature.
- Participates in recruitment cycles as required. The functions include:
- Performing interviews
- Delight customers by providing world class technical support. Be firm but courteous and polite when dealing with customers always.
- Enhance customer service by dealing with all incidents professionally.
- Investigate issues (independently) reported by the customer and Identify product documentation issues, code issues, configuration issues etc.
- Reproduce customer issues and test fixes within NCR Atleos lab.
- Debug code to isolate issues.
- Subject matter expert on one or more areas of the product or multiple products.
- If required, be the local team lead and represent Support Management
- Run the day-to-day business.
- Ensure progress is being made on open incidents by all team members.
- Represent the team on customer calls to discuss issue updates.
- Generate reports from tools and present incident metrics to management.
- Help the team keep control over incident backlog.
- Be a mentor to other team members/subordinates.
- Help them learn support tools.
- Ensure they are following the right process.
- Guide them in their investigation.
- Review the solutions they provide.
- Conduct training sessions.
- Handover of customers from project to support team.
- Lead and guide sessions conducted by project team to handover customers.
- Review documents and checklists provided during the handover.
- Provide final approval that the handover is complete.
- Keep all the handover artefacts updated on Confluence.
- Collaborate with other departments like Engineering, Professional Services, Sales etc. to get issues fixed and delivered to customers in a timely manner (within SLA).
- Follow NCR Atleos incident management process to track issues until closure.
- Own all the customer issues until closure.
- Provide proactive updates to customers and other stakeholders until issue closure.
- Perfor