NCR Tier 3 Software Support Analyst, Atlanta GA in Atlanta, Georgia
TITLE: Tier 3 Software Support Analyst LOCATION: Atlanta, GA
NCR Corporation (NYSE: NCR) is the global leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences. With its software, hardware, and portfolio of services, NCR enables nearly 700 million transactions daily across retail, financial, travel, hospitality, telecom and technology, and small business. NCR solutions run the everyday transactions that make your life easier. NCR is headquartered in Atlanta, Georgia, with approximately 29,000 employees and does business in 180 countries.
You would be a good fit for the position of Tier 3 SW Support Analyst if you possess the following skills and traits:
You are someone who is excited by the challenge of the unknown and loves to help solve complex customer issues with flexible proprietary software. Self-starting is your strength and you flourish in collaborative environments because that is how you deliver exceptional customer service. We’re looking for a Tier 3 Software Support Analyst who will join our innovative team of software experts which provides deep level software support. In this exciting role, you will tackle new and challenging software issues every day. You will act as our customers’ escalation point for all software application features and performance related issues and provide leadership for crisis management. You will work directly with our customers’ support teams over the phone and through remote access to their systems. You will identify the problem and the critical significance of circumstantial information, assess areas of an application on which to focus isolation and duplication efforts, test hypothesis, then formulate a solution. You will validate the solution meets the defined functional requirements and operational needs of our customer. In addition, you will prevent future customer issues by writing technical information documents; pursue quality and continuous improvement; proactively search for trends in product quality and system issues; and initiate corrective action. You are responsible for ensuring that NCR’s retail assisted-service point-of-sale solutions remain stable and reliable for our customers.
In this exciting role, you will:
• Gather and analyze information, formulate and test hypothesis • Coordinate problem resolution activities with other organizations • Review all problem logs, identifying recurring problems • Document the status of projects and open issues on a weekly basis and keep our customers updated on issue status • Follow up on issues and process independently • Work with software product developers to assess product alterations, contribute to long-term solutions, & improve design quality
People describe you as:
• Someone who lights up a room with energy and optimism • A solid communicator with a passion for problem-solving • The one who catches every last detail and should win awards for your problem solving and communication skills • The person whose middle name may as well be “Agility”—you can adapt to any change and juggle multiple issues like a pro
Required Skills and Experience:
• Minimum 3 years of experience troubleshooting and supporting software systems • Minimum 3 years of experience working with Windows Server 2003/2008/2012, XP/Vista, Windows 7/10, SQL, Windows IIS, XML, VMware, and MS Virtual Server • At least 3 years customer-facing experience such as, phone-based technical support in a complex custom application/customer support environment with Bachelor of Science • Or at least 5 years customer-facing experience such as, phone-based technical support in a complex custom application/customer support environment with Associates degree • Exceptional troubleshooting and problem solving skills - Experience supporting software running on Linux operating systems • Ability to pass a government security clearance check • Ability to work a variable work schedule • Passion to be available for a 7x24 on-call rotation
Integrated into our shared values is NCR’s commitment to diversity. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. NCR does not discriminate in employment based on sex, age, race, color, creed, religion, national origin, disability, sexual orientation, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.
Statement to Third Party Agencies
To ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.
Job Engineering Support
Title: Tier 3 Software Support Analyst, Atlanta GA
Requisition ID: 0072458_P0232976