L2 Senior Support Specialist
1 Month ago • 1-2 Years
Customer Service
Job Description
The Help Desk Representative supports NCR's customers and analysts in a high-volume helpdesk environment, providing incident resolution for NCR products and services. Key responsibilities include assessing and validating tickets, performing basic remote troubleshooting for PCs and retail point-of-sale devices, dispatching service personnel, and ensuring timely resolution. The role requires excellent communication, problem-solving, and customer service skills, along with 1-2 years of relevant experience and knowledge of Microsoft Operating Systems and Office Tools. Flexibility for evening, weekend, and holiday shifts is essential.
Good To Have:
- Background in ITIL
Must Have:
- Assess and validate incoming helpdesk tickets.
- Perform basic remote troubleshooting for PCs and retail point-of-sale devices.
- Remotely dispatch service personnel and ensure timely resolution with customers.
- Communicate and collaborate with stakeholders to meet Service Level Agreements.
- Document, verify, and correct incident records and customer profiles.
- Maintain and develop expertise across multiple customer accounts and processes.
- Handle escalations to appropriate groups when required.
- Possess 1-2 years of Helpdesk/Servicedesk/Call Center experience.
- Demonstrate working knowledge of Microsoft Operating Systems and MS Excel.
- Exhibit excellent communication, listening, customer service, problem-solving, and troubleshooting skills.
- Be available for flexible schedules, including evenings, weekends, and holidays.
- Ability to work effectively in a fast-paced, multitasking environment.
- Capable of working both independently and as a team player.
HELPDESK REPRESENTATIVE
The Help Desk Representative works in high ticket volume helpdesk environment supporting NCR's customers and analysts in providing incident resolution for NCR products and services.
Responsibilities:
- Assessment & validation of tickets that come in to the Helpdesk
- Perform basic remote troubleshooting with end-users of PCs and retail point-of-sale devices
- Remotely dispatch service personnel, and work directly with customers to understand the problems and ensure a timely and satisfactory resolution
- Communicate & collaborate with customers, service personnel, logistics and account managers via phone and email to ensure problem resolution & meet Service Level Agreements
- Document, verify and make appropriate corrections to the incident record and customer profile
- Maintain & develop knowledge and expertise associated with multiple customer accounts, processes and the applications that support said processes.
- Handle escalations, when required, to the appropriate groups
Qualifications:
- At least 1-2 years of Helpdesk/Servicedesk/Call Center experience
- Working knowledge in Microsoft Operating Systems & Office Tools particularly MS Excel
- Excellent communication skills at all levels including excellent listening skills
- Posses strong customer service skills and be able to work in a dynamic team environment
- Problem solving and troubleshooting skills
- Open to work on a flexible schedule (Evenings/Weekends/Holidays)
- Ability to work in a multitask fast paced environment
- Background in ITIL is a plus
- Ability to work individually or as a team player when the situation calls
Offers of employment are conditional upon passage of screening criteria applicable to the job
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