Remote Resolution Spec

About NCR

NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

Position Description

The Remote Resolution Specialist (RRS) works in a high volume, limited duration call center environment serving as the secondary interface to external customers and/or their agents and field support personnel. The primary responsibility is to provide problem resolution and call routing for NCR products and services using known solutions, and defined routing procedures. The objective of RRS agent is ensure call is fixed remotely and avoid a Customer engineer dispatch.

Education and Experience Requirements- 4 year technical degree or 3 year technical diploma preferred or equivalent experience- PC literacy- Keyboard proficiency-
- Good English communication skills & telephony etiquettes

Key Areas of Responsibility

Returning customer calls, solving problems using known solutions, and call routing- monitor Remote Resolution Queue- confirm/refine problem information and criticality- utilize support systems, tools, and experience to facilitate a customer solution- transfer problem to Technical Support Specialist, if necessary- route to dispatch queue, if necessary

Remotely deliver a solution to solve a customer problem- communicate with customers through various means (oral, written, electronic) to deliver a solution- deploy solutions found in the knowledge base- verify resolution of problem with the customer

Assist field support personnel with on site issues- receive calls from field support personnel- utilize support systems, tools, and experience to provide information relevant to on site issue- create Sentinel incident & engage Technical Support Specialist, if necessary

Capture information and record data in desktop tools- document, verify, and make appropriate corrections to the incident record and customer profile- provide incident feedback about supplier commitments missed, and process improvements
- Knowledge management_- Fully utilize the Knowledge Management Database and provide relevant feedback when knowledge articles are inaccurate or obsolete, or no knowledge exists

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 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

Actively develop job-related skills- actively develop job related skills- participate in planning and implementing personal and career development activities

Deliver customer service following NCR Shared Values

Scope- The RRS will be measured on timely pickup of work orders in the Remote Resolution queue, Remote Resolution Rate, number of Remote Resolutions, average remote resolution time, appropriate use of dispatch avoidance and problem resolution tools, and timely call routing when remote resolution is not successful.

Work Environment- The work environment involves rotation in work hours, weekend or holiday hours, and/or may require extended hours, as needed, to accommodate customer needs.- The position involves prolonged periods of PC and telephone usage.- The RRS is accountable for continuously handling a high volume of customer calls.- Remote resolution of customer problems will be the RRS's primary priority, and secondarily assisting field support personnel.- The RRS works in a team environment and interacts with both internal and external customers.

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement

Integrated into our shared values is NCR's commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. 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. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies

To 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 empl