NCR Account Support Analyst - East Coast, Virtual in Georgia

TITLE: Account Support Analyst LOCATION: East Coast - Virtual

ABOUT NCR CORPORATION:

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.

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY

  • Account Support Analyst (ASA) will serve as a single point of contact for all region specific

  • He/She will help drive standardization of process that involves customer escalations, triage and resolution.

  • Manage contract performance, Service Level Agreement (SLA) compliance for MS customers and serve as an internal point of escalation for any SLA non-compliance. Deliver MS contractual reporting that a customer is entitled to.

  • Responsible for any move, add, changes and discontinuation of HW, SW, Networking gear and Services to a customer account.

  • Act as a change manager for the customer and participate in change advisory board (CAB) to drive change requests. He/ She will drive Change/ Work Requests into an ITSM tool for proper triage and approval.

  • Conduct regular monthly service reviews and participate in executive quarterly business reviews if applicable. He/ She will set up adhoc technical reviews, commercial or strategic reviews upon customer request.

  • Oversee multiple accounts

    KEY REQUIREMENTS

  • Passionate individual to drive customer loyalty and customer experience

  • Effective communicator and 3-5 years of experience in a customer support role or in a sales capacity

  • Familiarity with ITIL concepts and ITSM.

  • Basic project management skills

  • Six Sigma Yellow Belt certification highly desirable.

    EEO STATEMENT:

    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 Customer Svcs/Support Services

Title: Account Support Analyst - East Coast, Virtual

Location: Georgia

Requisition ID: 0069516_P0228942