L2 Senior Support Specialist

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