Account Support Analyst
3 days ago
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.
POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:
· Client Governance - Top priority is customer satisfaction. Establish an aligned governance model with your client(s). Cadence drives service performance, engagement and ongoing improvements. Daily interactions, delivering services contract terms during the lifecycle of the agreement.
o Governance Model
o Frequency: Daily/Wkly/Mthly/Qtrly
o Content:
§ HDW/SW
§ Performance Metrics
§ Bad Actors/Outliers
§ Entitlement/Billing
§ Change Mgmt
· MyNCR Portal - MyNCR is NCR's customer portal that gives customers access to create workorders. Client training to ensure they can create, escalate and update workorders and view invoices.
o Customer set up & Training
o Profiles and passwords
o Workorder ESC/Monitoring
o Connection issues
· Service Performance Delivery of KPIs - Ensure data integrity within the NCR systems. Performs reporting and prioritizes, maintains working relationships with client and internal organizations.
o SLA performance results
o Outlier Mgmt – aged Workorder
o Client KPIs
· Entitlement – Entitlement is what a customer is entitled to under their service contract. Accurate and timely asset entitlement is paramount.
o Endpoints registration
o Proper coverage in delivery system
o Time & Material billing/disputes
· Bad Actor & Chronic Units - Hardware that repeatedly fails to meet standards of quality and performance.
o Revisit identification/improvements
o Retrips isolation working with Field
o Excessive failure rates of units
Offers of employment are conditional upon passage of screening criteria applicable to the job.
EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.
Statement to Third Party Agencies
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.
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