Technical Support Specialist III - Rogers, AR
About NCR VOYIX
NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.
Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world’s leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers’ technology systems.
Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today’s competitive landscape.
Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner.
Title: Technical Support Specialist (III)
Location: Rogers, AR
Key Areas of Responsibilities:
Position responsible for timely solutions to complex technical problems regarding Electronic Commerce solutions, often of a critical nature to the customer, are required of this position; Gathers information from a wide range of sources to resolve problems with unknown solutions including internal business units and third party vendors
Manage inventory, set target levels for field technicians and be able develop and maintain supplied database of part utilization with customer as well as forecast inventory usage for planning stock levels.
With the wide array of sources, the position may involve support for multiple product lines across different industries, including Communications, Retail, and Finance; Position also works within the service delivery organization that includes CE technical support communities
Responsibilities include ability to utilize the Service Now call tracking system to ensure prompt response to customer inquiries; Document, verify, and make appropriate corrections to the incident record and customer profile; Write and/or create technical documents; Contributes to recommendations on process redefinition to adapt processes to solutions
Works on multiple projects or a project with global scope; Manages all phases of a project; Owns the overall management of the project, coordinating resources across organizations and managing to timeline
Coordinate and develop problem isolation plans and/or personally solve customer problems when appropriate; Assemble and assess solution alternatives; Develop and document procedures for support and operations; Ensure processes adhere to all regulatory requirements; Provide control and follow-up for the customer; May serve as a mentor in one or two product domains or customer specialties
Responsibilities include remotely coordinating the resources required to manage problem resolution for NCR products and services; Managing necessary resources and/or provide additional technical/functional knowledge necessary to resolve customer’s (both internal and external) problems; Position will work directly with Remote Resolution Specialists, customers, or Customer Engineers to understand the problem, and retrieve complex known solutions using available systems, tools, and resources to resolve the customer’s problems.
Responsibilities include owning the problem resolution process including identifying and project managing third party suppliers, providing control and follow-up for the resolution activities, and, as appropriate, personally solving the customer’s problem; Assess the risks, business impact (including financial) and technical resource impact of the solution alternatives; Evaluate performance and provide feedback for the supplier performance, process improvements, and case documentation
Participate in pre-sales activities as needed to determine technical feasibility and supportability, and this includes the bid review process; Review the Knowledge Base and utilize experience to identify trends, anomalies, and patterns, and communicate results
Create experienced-based case candidate knowledge for inclusion in the Knowledge Base; Use available systems and information tools to identify and effectively match customer problems to documented solutions; Identify patterns, provide feedback, and make suggestions for process, project, system, tool and organizational improvements; Participates in requirements gathering process and user testing
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
Position may often work in a team environment with Technical Support - Operations personnel, third party suppliers and the Customer
Use available systems tools to assess data; Identify patterns, provide feedback, and make suggestions for process, product, system, tool, and organizational improvements
Contribute as a team member; Participate in team meetings and activities
Participate in objective setting, performance management, and reward and recognition programs; Participate in special projects to continuously improve processes, tools, systems and organization in accordance with the NCR improvement approach
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
May require rotation in work hours, pager rotation, and or extended hours, as needed, to accommodate customer needs
Work may span multiple time zones, cultures and countries, and varying levels of management associated with multiple Customer personnel, internal organizations, and third party suppliers
Qualifications & Experience
Bachelor's degree or IT equivalent work experience
Excellent organizational and communication skills (verbal and written)
Experience with MS Office bundle (PowerPoint, Excel, Word, Outlook)
Able to manage time effectively and can work independently
Adaptable to changes with a sense of urgency and works well with a team / key team members
Detailed, focused, and well-organized; able to handle multiple assignments at hand
Technical hardware knowledge of POS and Self-Checkout OEM equipment (Ingenico, Zebra, Toshiba, NCR, Apple)
Data analytics to identify trends in reported failure rates and SCMY
Experience with Quickbase, ES Oracle, Service Now, Citrix, PCI
Offers of employment are conditional upon passage of screening criteria applicable to the job
Integrated into our shared values is NCR Voyix’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 Voyix 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 Voyix has an ongoing responsibility to respect and support a globally diverse environment.
Statement to Third Party Agencies
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes
“When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”