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Support Analyst

In Georgia / United States

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Support Analyst   

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JOB TITLE:

Support Analyst

JOB TYPE:

JOB SKILLS:

JOB LOCATION:

Atlanta Georgia / United States

JOB DESCRIPTION:

IMPORTANT:**These roles are NOT virtual. They are located at the GHQ in midtown Atlanta.**Training is from 9am to 5pm ET for 4 weeks and after training the hours are 10am to 7pm ET or 11am to 8pm ETThe Software Support Specialist position will require exceptional knowledge of all NCR DI core and Third-party vendor products; including collaborative skills and the ability to build strong partnerships with various cross-functional groups throughout NCR, DI Solutions. A professional and positive demeanor is essential to this job. An understanding of the service and consultative nature of this position is crucial as well, i.e., the primary and forefront goal for team members is to service high-profile customers in the most efficient and beneficial manner possible. A deep understanding of their setup and ability to consult and advise on best practices will be critical.Software Support Specialists are the primary interface with the customer (assisted and self-support) to get up and running, diagnose and resolve problems, match the customer to the right offering, recommend and train customers how to best use the offerings and provide other value-added services.The roles apply defined practices, procedures, and company policies to troubleshoot and resolve known issues and address routine customer questions. Ability to works on assignments that are routine or semi-routine in nature. Follows standard practices and procedures. Identifies, communicates, and potentially participates in process improvements. Can frame and escalates most issues that are not found in existing resources that support software support. Receives detailed instructions on most assignments; follows established procedures on routine work. Frames, updates and re-uses knowledge and provides input to existing knowledge or frames the problem to be solved. Creates knowledge content (articles) when they have a known solution that is not documented.Most highly valued skills for this role?• Critical Thinking• Exceptional Customer Service Skills• Clear, concise case documentation• Knowledge Base contributions• Timely, appropriate escalations with fully documented issues• Process improvement recommendations• Ability to manage cases and work projects concurrently• Strong Brand in fast pace environment• Effectively documents and shares problems and solutions• Strong independent contributor as well as supportive team memberTechnical Skills:• Analyzes and diagnoses problems and applies known solutions.• Understands the most commonly applicable DI offerings and can proactively apply the offering capabilities to the customer situation.• Proficient in general computer technical skills; differentiates problems caused by the DI offering vs. non-DI caused problems.• Communicates (verbal and written) complex issues in ways that the customer easily understands and can apply the solution.REQUIRED SKILLS AND EXPERIENCE:Along with your outstanding drive for accomplishment, the successful incumbent will bring with them:• 1-3 years in an online banking, software support, or technical services environment.• Must possess a technical understanding of software development and associated processes.• Must have excellent oral and written communication skills, strong customer orientation, and good organizational skills. Must be able to tell the story of achievement.• Individuals must be process orientated, self-motivated, and somewhat creative.• Must work well under pressure• Must be able to work independently, yet maintain great relationships with peer team and cross-team members• Must be able to multi-taskPREFERRED QUALIFICATIONS:Technical Support /Help desk or call center experience in a SAAS environment Financial Institution online banking and mobile support Understanding of Service Now, Quicken, QuickBooks, Business Banking, Payments, Money Movement or Online Transaction Experience

Position Details

POSTED:

May 26, 2022

EMPLOYMENT:

INDUSTRY:

Information Technology (IT)

SNAPRECRUIT ID:

S1643126409025405

LOCATION:

Georgia / United States

CITY:

Atlanta

Job Origin:

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IMPORTANT:**These roles are NOT virtual. They are located at the GHQ in midtown Atlanta.**Training is from 9am to 5pm ET for 4 weeks and after training the hours are 10am to 7pm ET or 11am to 8pm ETThe Software Support Specialist position will require exceptional knowledge of all NCR DI core and Third-party vendor products; including collaborative skills and the ability to build strong partnerships with various cross-functional groups throughout NCR, DI Solutions. A professional and positive demeanor is essential to this job. An understanding of the service and consultative nature of this position is crucial as well, i.e., the primary and forefront goal for team members is to service high-profile customers in the most efficient and beneficial manner possible. A deep understanding of their setup and ability to consult and advise on best practices will be critical.Software Support Specialists are the primary interface with the customer (assisted and self-support) to get up and running, diagnose and resolve problems, match the customer to the right offering, recommend and train customers how to best use the offerings and provide other value-added services.The roles apply defined practices, procedures, and company policies to troubleshoot and resolve known issues and address routine customer questions. Ability to works on assignments that are routine or semi-routine in nature. Follows standard practices and procedures. Identifies, communicates, and potentially participates in process improvements. Can frame and escalates most issues that are not found in existing resources that support software support. Receives detailed instructions on most assignments; follows established procedures on routine work. Frames, updates and re-uses knowledge and provides input to existing knowledge or frames the problem to be solved. Creates knowledge content (articles) when they have a known solution that is not documented.Most highly valued skills for this role?• Critical Thinking• Exceptional Customer Service Skills• Clear, concise case documentation• Knowledge Base contributions• Timely, appropriate escalations with fully documented issues• Process improvement recommendations• Ability to manage cases and work projects concurrently• Strong Brand in fast pace environment• Effectively documents and shares problems and solutions• Strong independent contributor as well as supportive team memberTechnical Skills:• Analyzes and diagnoses problems and applies known solutions.• Understands the most commonly applicable DI offerings and can proactively apply the offering capabilities to the customer situation.• Proficient in general computer technical skills; differentiates problems caused by the DI offering vs. non-DI caused problems.• Communicates (verbal and written) complex issues in ways that the customer easily understands and can apply the solution.REQUIRED SKILLS AND EXPERIENCE:Along with your outstanding drive for accomplishment, the successful incumbent will bring with them:• 1-3 years in an online banking, software support, or technical services environment.• Must possess a technical understanding of software development and associated processes.• Must have excellent oral and written communication skills, strong customer orientation, and good organizational skills. Must be able to tell the story of achievement.• Individuals must be process orientated, self-motivated, and somewhat creative.• Must work well under pressure• Must be able to work independently, yet maintain great relationships with peer team and cross-team members• Must be able to multi-taskPREFERRED QUALIFICATIONS:Technical Support /Help desk or call center experience in a SAAS environment Financial Institution online banking and mobile support Understanding of Service Now, Quicken, QuickBooks, Business Banking, Payments, Money Movement or Online Transaction Experience


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