Account Support Sr Analyst

at  NCR Atleos

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.
In this role, One NCR ATLEOS is about giving customers one NCR ATLEOS point of contact from the time they report an incident until it’s resolved, managing all aspects of NCR ATLEOS Services delivery to the client. Providing analysis and actions leading to improved customer satisfaction, improved service fidelity and profitability. You must have a thorough understanding of Services Systems, Operations, Policies, and Customer Contract Specifics that are used to resolve customer situations. Must be able to quickly identify next steps in the problem resolution process leveraging ITIL practices. Actively assess the customers environment and proactively identify actions for continuous improvements. Account Support Manager role can be a stand-alone role or part of a dedicated Customer Support Services Team:

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.
• Governance Model
• Frequency: Daily/Wkly/Mthly/Qtrly
• Content:
• HDW/SW/MS/Projects
• Performance Metrics
• Bad Actors/Outliers
• Market Performance
• Entitlement/Billing
• Change Mgmt
• MyNCR Portal - MyNCR is NCR ATLEOS’s customer portal that gives customers access to create workorders. Client training to ensure they can create, escalate and update workorders and view invoices.
• Customer set up & Training
• Profiles and passwords
• Workorder ESC/Monitoring
• Connection issues
• Service Performance Delivery of KPIs - Ensure data integrity within the NCR ATLEOS systems. Performs reporting and prioritizes, maintains working relationships with client and internal organizations.
• SLA performance results
• Outlier Mgmt – aged Workorder
• Client KPIs
• Field Retrofit Order (FRO)
• Entitlement – Entitlement is what a customer is entitled to under their service contract. Accurate and timely asset entitlement is paramount.
• Endpoints registration
• Proper coverage in delivery system
• Time & Material billing/disputes
• Bad Actor & Chronic Units - Hardware that repeatedly fails to meet standards of quality and performance.
• Revisit identification/improvements
• Retrips isolation working with Field
• Excessive failure rates of units
• Dispatch Avoidance - Eliminate dispatches through remote resolve, CIT, First Time Fix dispatch business rule tuning improvements.
• Actions to eliminate workorders
• Dispatch rule changes
• CIT avoidance workorders
• Customer Engineer Support - Provide general and or account specific support to the customer engineer.
• Environmental (electrical, CIT)

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Technical/Vocational certification or High School diploma or, 3-5 years of related experience
• Detailed oriented, analytical and/or technical experience, preferably within NCR ATLEOS Services
• Demonstrated proficiencies with Microsoft Office Suite software, excellent in Microsoft Excel
• Excellent written and verbal communications skills
• Ability to work in a fast-paced environment. multi-task, time management and organizational skills
• Ability to identify and resolve issues with a sense of urgency
• Ability to work as part of a team or independently
• Willing to work non-standard business hours as required by customers

PREFERRED SKILLS

• Experience in the various NCR ATLEOS Lines of Businesses
• Experience of working in a managed services or outsourcing environment
  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.

Please refer the Job description for details