Job Information
NCR Atleos Account Support Analyst in BELGRADE, Serbia
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 : Account Support Analyst
LOCATION : Belgrade, Serbia
GRADE : 10
NCR Atleos Corporation (NYSE: NCR) is a global technology company leading how the world connects, interacts, and transacts with business. NCR’s assisted- and self-service solutions and comprehensive support services address the needs of retail, financial, travel, healthcare, hospitality, entertainment, gaming, and public sector organizations in more than 100 countries.
Position Summary & Key Areas of Responsibility
Account Support Analyst is responsible for serving as a point of contact for client interactions providing customer specific analysis, leading to improved service fidelity and customer profitability.
This position is responsible for Customer Escalation Management, Database and Configuration Management and Generating Reports on Customer Performance.
Specifically, position maintains working relationships with all client operation and service delivery teams;
Position requires a thorough understanding of ACS systems, operations and policies, and customer contract specifics that are used to resolve customer problems;
Works cross-functionally to help clients continue to achieve superior operational performance.
Responsibilities Include
Assisting and working alongside Executive Service Managers and Senior Service Analysts
Preparing standard reports and ensuring SLA and other metrics are presented accurately.
Ensuring customer data integrity for service delivery, billing and reporting.
Ability to quickly determine next steps in problem resolution process, involving the necessary internal parties and timely updating the customer on the progress;
Managing client expectations and service requirements.
Communicating specific SLA (Service Level Agreement) requirements to specific locations.
Attending vendor and customer meetings when required;
Ensure that the customer uses the proper primary escalation contacts/processes within Services
Works with customer help desks on specialized activities when normal NCR processes are failing
Other job-related duties as assigned.
Basic Qualifications
Minimum of University degree or 1-3 year of experience in analytical/customer services role.
Proficient English Level (both verbal and written).
Needs to be available for all US Time Zones to coordinate with Customers and Account team. May need to adjust as account responsibilities dictate.
Excellent communication skillset to interface directly with external customers and internal NCR parties
Analytical and/or technical experience, preferably within NCR Services
General computer skills required; Microsoft Word/Excel proficiency
Specific Skills & Proficiency Level
Ability to work in a fast-paced environment and multi-task. Good time management and organizational skills
Ability to identify and resolve issues with a sense of urgency
Preferable knowledge of Salesforce, SAP EDW, Oracle systems, NCDM, MACC, Invoice Engine and other applicable systems
Detail oriented
Willing to work non-standard business hours as required by customers
Works well under pressure
Team player – ability to work with colleagues in multiple locations
#LI-BM1
#LI-hybrid
Offers of employment are conditional upon passage of screening criteria applicable to the job.
Company Benefits :
Private Health Insurance
Employee Referral Bonus Program
Wellbeing Resources
Baby Bonus
Life, Accident & Disability Insurance
Numerous opportunities for internal career pathing and advancement
Discounts for employees at NCR Atleos partners
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.