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Georgia Fintech Academy
Georgia Fintech Academy

Field Support Specialist ll - SME



Customer Service, Sales & Business Development
Georgia, USA
Posted on Wednesday, August 2, 2023

About NCR

NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

Title: Field Support Specialist ll - SME

Location: Georgia, Virtual or US, Virtual

Key Responsibilities

  • The primary focus of this role is to lead the support to the Installers/ Customer Engineers while they are on installation/ service calls in the restaurant.

  • Active member of the Level 2/ Level 3 support team. This requires some shift work that many include overnights and weekends.

  • Liaison with the client as it relates to support issue around installations.

  • Oversee the training and support of the Level 2 Subject Matter Experts (SME).

  • Develop the Canada Level 2 training and support process

  • Provide up to date training documentation to the Level 1 support desk as well as the SME

  • Provide tech memos to the service support teams

  • Oversee the Break Fix techs thumb drive image distribution providing updates.

  • Provide installation guides for all new install process and hardware

  • PM and oversee any new installation changes

  • PM and oversee any special projects

  • Keep current all existing installation guides for install processes and hardware

  • Role will be required to interface with our account executives, installation PMs and other technical support teams

  • Provide oversight in the certification installation tech leads

  • Work with the client pre/sales engineer to collaborate on issues/new install guidelines/new product

  • Provide oversight reporting requirements to the client.

  • Oversight of the certified installers within the territories they are assigned to ensure proper coverage is available

Basic Qualifications

  • Highly experienced with using and supporting NP6 in our customer’s environment.

  • Very good communication skills (Speaking and writing)

  • Excellent customer service, communication and listening skills

  • The ability to interact with customers at all levels

  • Ability to handle pressure, working efficiently in a challenging and demanding environment.

  • Bachelor’s Degree in a technical discipline is preferred or knowledge and experiences that demonstrate abilities to fulfill the role

Preferred Qualifications

  • Excellent problem-solving skills

  • The ability to manage your own time and workload

  • To be able to work well within a team

  • Independent worker

  • Basic project management knowledge

  • 4-8 years of related experience preferred, training will be provided

Offers of employment are conditional upon passage of screening criteria applicable to the job.

Full time employee benefits include:

  • Medical Insurance
  • Dental Insurance
  • Life Insurance
  • Vision Insurance
  • Short/Long Term Disability
  • Paid Vacation
  • 401k

EEO Statement
Integrated into our shared values is NCR's commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. 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. 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.