Sw Support Supervisor

About NCR

NCR Corporation (NYSE: NCR) is a leading software
- and services-led enterprise provider in the financial, retail and hospitality industries. NCR is headquartered in Atlanta, Georgia, with 36,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

TITLE: NCR CSS (Customer Solutions Support) SW Support, Technical Support Supervisor

LOCATION: [Belgrade] or [Banja Luka]

GRADE: 10

Type and job description:
Position works in Technical Assistance Center (TAC) environment supporting NCR's customers (both internal and external) and their analysts in providing problem resolution for NCR products and services and other related products and/or equipment;
Responsible for ensuring the customer's entitlement of services; Remotely deliver solutions, dispatch 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;
Position’s primary responsibility is managing the Technical Assistance team and assuming full accountability for the team’s performance, allocating workload, training and coaching new employees and Team Leads, providing feedback for improvement, ensuring meeting of SLAs, assisting Managers of the Team and ensuring continuous uninterrupted day-to-day operation;
Provides long-term planning for the improvement and optimization of the team and team’s efficiency, productivity, performance, knowledge and improvement;
Responsible for the full administrative functionality of the team by collaborating with Financial, Payroll, HR, Legal, Upper Management, QC and all other connected teams and organizations within the company;
Reviews team members productivity and performance and provides individual and team coaching;
Ensures satisfactory level of team behavior, work ethics and discipline;
Conducts and is responsible for hiring process for the team and their subsequent full integration into production environment;
Plans annual team goals and creates plan for their successful completion;
Reviews incident history to determine recurring faults;
Escalate both internally and externally when required in accordance with defined Escalation Paths;
Enhance and develop quality support methods and communication skills through coaching feedback, and other developmental approaches;
Assist in the resolution of user and support issues over multiple user sites to ensure timely distribution of knowledge and cause positive impact on user satisfaction; Updates work orders and provides status information;
Research, resolve, and respond to questions received via telephone calls, letters, and callbacks in a timely manner, in accordance with current standards and set targets; Communicate with customers through various means (oral, written, electronic) to remotely resolve customer problem;
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 Incident tracking) system;
Document, verify and make appropriate corrections to the incident record and customer profile; Ensure thorough documentation of problem description and all subsequent activity; Write knowledge articles based on lessons learned in resolving customer issues;
Contribute as a team member; Participate in team meetings and activities; Participate in objective setting, performance management, reward and recognition programs;
Participate in special projects as assigned to continuously improve processes, tools, systems and organization; Coordinate project start up activities;
Creates knowledgebase, procedures, directives, guidelines, processes and plans for the team;
Support less experienced colleagues on the helpdesk through joint working, monitoring, direct feedback and knowledge sharing; Follow all mandatory training courses according to provided timelines;
Record information into the Incident tracking system; Conduct Incident quality audits and Call Monitoring activities through monitoring tool;
Requirements for the job

Minimum of IV level of education (per official education categorization by the Ministry of Education of Republic of Serbia and/or the Ministry of Education of Republic of Serbia) or equivalent;
At least 1-2 years of experience in performing the same or similar activities;
Satisfactory level of communication and customer support skills, customer care skills and customer handling skills;
Satisfactory functional knowledge of foreign languages required for communicating with customers;
Satisfactory technical aptitude and problem-solving skills providing the ability to successfully complete and successfully utilize technical training required for successful execution of work duties and responsibilities as defined by the job description;
Work Ethics, behavior and attitude compliant consistent with