Remote Resolution Spec (I)
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.
Position Description:
The Remote Resolution Specialist (RRS) works in a high volume, limited duration call center environment serving as the secondary interface to external customers and/or their agents and field support personnel. The primary responsibility is to provide problem resolution and call routing for NCR products and services using known solutions, and defined routing procedures. The objective of RRS agent is ensure call is fixed remotely and avoid a Customer engineer dispatch.
Key Areas of Responsibility:
Returning customer calls, solving problems using known solutions, and call routing
• monitor Remote Resolution Queue
• confirm/refine problem information and criticality
• utilize support systems, tools, and experience to facilitate a customer solution
• transfer problem to Technical Support Specialist, if necessary
• route to dispatch queue, if necessary
Remotely deliver a solution to solve a customer problem
• communicate with customers through various means (oral, written, electronic) to deliver a solution
• deploy solutions found in the knowledge base
• verify resolution of problem with the customer
Assist field support personnel with on site issues
• receive calls from field support personnel
• utilize support systems, tools, and experience to provide information relevant to on site issue
• create Sentinel incident & engage Technical Support Specialist, if necessary
Capture information and record data in desktop tools
• document, verify, and make appropriate corrections to the incident record and customer profile
• provide incident feedback about supplier commitments missed, and process improvements
Knowledge management
• Fully utilize the Knowledge Management Database and provide relevant feedback when knowledge articles are inaccurate or obsolete, or no knowledge exists
Contribute as a team member
• participate in team meetings and activities
• participate in objective setting, performance management, reward and recognition programs
• participate in special projects to continuously improve processes, tools, systems and organization
• be aware of Corporate Equal Opportunity/Affirmative Action programs and guidelines and is responsible for providing equal opportunity to all associates in all phases of the business
Actively develop job-related skills
• actively develop job related skills
• participate in planning and implementing personal and career development activities
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.
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.
Position Description:
The Remote Resolution Specialist (RRS) works in a high volume, limited duration call center environment serving as the secondary interface to external customers and/or their agents and field support personnel. The primary responsibility is to provide problem resolution and call routing for NCR products and services using known solutions, and defined routing procedures. The objective of RRS agent is ensure call is fixed remotely and avoid a Customer engineer dispatch.
Key Areas of Responsibility:
Returning customer calls, solving problems using known solutions, and call routing
• monitor Remote Resolution Queue
• confirm/refine problem information and criticality
• utilize support systems, tools, and experience to facilitate a customer solution
• transfer problem to Technical Support Specialist, if necessary
• route to dispatch queue, if necessary
Remotely deliver a solution to solve a customer problem
• communicate with customers through various means (oral, written, electronic) to deliver a solution
• deploy solutions found in the knowledge base
• verify resolution of problem with the customer
Assist field support personnel with on site issues
• receive calls from field support personnel
• utilize support systems, tools, and experience to provide information relevant to on site issue
• create Sentinel incident & engage Technical Support Specialist, if necessary
Capture information and record data in desktop tools
• document, verify, and make appropriate corrections to the incident record and customer profile
• provide incident feedback about supplier commitments missed, and process improvements
Knowledge management
• Fully utilize the Knowledge Management Database and provide relevant feedback when knowledge articles are inaccurate or obsolete, or no knowledge exists
Contribute as a team member
• participate in team meetings and activities
• participate in objective setting, performance management, reward and recognition programs
• participate in special projects to continuously improve processes, tools, systems and organization
• be aware of Corporate Equal Opportunity/Affirmative Action programs and guidelines and is responsible for providing equal opportunity to all associates in all phases of the business
Actively develop job-related skills
• actively develop job related skills
• participate in planning and implementing personal and career development activities
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.