Global SCO Support

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: Global SCO Support L1 (German speaker)
Grade: ‎7
Location: Cairo, EGY
Roles and Responsibilities:
* Reports to Supervisor.
* Allocates engineer appointment times for jobs requiring multiple resources on-site; Assigns and distributes workload of CE's to meet SLA's across broader areas
* Responsible for ensuring the customer's entitlement of services; Remotely deliver solutions, dispatch service personnel, and when appropriate verify resolution of a customer's issue that has not been escalated; Work directly with the customer to understand the problem, and/or escalate problem to the next level
* Following the documented Remote Incident Management Process, position's primary responsibility is to perform Level ‎1 technical troubleshooting with end-users of SCO and retail point-of-sale devices (depending on account assignment); Generates daily and weekly incident reporting; Reviews incident history to determine recurring faults
* Provide technical phone support on Retail products, systems, and various software products; Provide accurate and creative solutions to user problems of moderate nature to maximize product or system availability; Take ownership of service request from customer and ensure timely and satisfactory resolution of a problem
* Escalate both internally and externally when required according to defined Escalation Paths
* Enhance and develop quality support methods and communication skills through coaching feedback, and other developmental approaches
* Assist in the resolution of user and support issues over multiple user sites to ensure timely distribution of knowledge and cause positive impact on user satisfaction; Updates work orders and provides status information
* Research, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with current standards; Communicate with customers through various means (oral, written, electronic) to remotely resolve customer problems
* Use tools to remotely access customer equipment to diagnose and resolve customer problems; Follow solutions outlined in the knowledge database; Verify resolution of problems with the customer
* Document, verify and make appropriate corrections to the incident record; Ensure thorough documentation of problem description and all subsequent activity; Suggest knowledge articles based on lessons learned in resolving customer issues
* Contribute as a team member; Participate in team meetings and activities, if needed; Participate in associated objective setting, performance management, reward and recognition programs, as required
* Participate in special projects as assigned to continuously improve processes, tools, systems and organization; Help with implementing project start up activities
* Maintain technical knowledge and expertise associated with multiple applications and hardware specific to individual customer's solution
* Support less experienced colleagues on the helpdesk through joint working, monitoring, direct feedback and knowledge sharing; Follow all mandatory training courses according to provided timelines
* Record information into the Incident tracking system;
* Manage operations during scheduled shifts using on-hand tools and observations
* Perform other corresponding duties and tasks in accordance with his qualifications, as directed by Employer
Education and/or Requirements Required:
* The incumbent should possess a minimum High School degree or equivalent.
* Candidates are expected to have proven excellent communications and interpersonal skills.
* Candidates are expected to have basic computer knowledge (MS office)
* Candidates should have a solid organizational acumen.

Skill Requirements:
* Works constructively and collaboratively with others and across organizations to accomplish organizational goals and objectives.
* Applies methodologies, processes and tools to enhance work effectiveness and to implement process improvements.
* Leverages experiences and acquires and shares new skills and knowledge to enhance organizational capability and individual competence.
* Demonstrates a sense of urgency for customers. Fosters teamwork by identifying and removing obstacles to ensure organizational results are achieved.
* Writes, speaks, listens, and presents information effectively and persuasively. Provides feedback to associates through verbal and/or written mediums.
Languages:
* Minimum B2 German and English language skills

The incumbent is required to comply with and adhere to all applicable,
facility, safety, health, and environmental rules and regulations while
working for the company.
Offers of employment are conditional upon passage of screening criteria
applicable to the job.
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.