Account Support Analyst II - Belgrade, Serbia

Account Support Analyst (II)

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency, and maximize self-service availability for financial institutions and retailers across the globe. NCR Atleos was ranked #12 in Newsweek's prestigious 2025 Top 100 Global Most Loved Workplaces® list.

Responsibilities:

• Position is responsible for providing customer-specific analysis leading to improved service fidelity and customer profitability.
• Position required to maintain working relationships with all NCR Atleos operations-focused groups, including, but are not limited to, CallOne, the Field Support Centers, Field Operations Management (primarily TMs), the Worldwide Service Logistics organization, the Billing Operations Center and Customer Advocates, 3rd party contractors, Depot Repair centers, and Customer Care Centers
• Position must have a thorough understanding of NCR Atleos systems, operations and policies, and customer contract specifics that are used to resolve customer problems; Work with many implementation roles such as Project Managers and Implementation Managers/Coordinators as NCR implements solutions; May be required to coordinate NCR Atleos internal projects for the customer
• Responsible for evaluating ongoing effectiveness of Parts Plan with the Logistics Analyst & provide updates; Provide information to the Logistics Analyst for account-specific Parts Plans
• Communicate specific SLA (Service Level Agreement) requirements to specific locations; Actively assist in SLA commitments including running the SLA monitoring tool daily; Analyze account-specific subcontractor performance and match to SLA requirements for compliance
• Participate in installation & MACD planning sessions; Communicate major account specific install base changes to all Services operational groups
• Attend vendor and customer meetings when required; Ensure that the customer uses the proper primary escalation contacts/processes within Services
• Perform analysis on all penalties for all NCR service delivery contracts subject to penalties
• Run standard and ad hoc reports; Gather information for the Critical Care Process when needed
• Work with customer help desks on specialized SLA management activities when normal NCR processes are failing; Meet with customers and account teams and act as Subject Matter Expert on reporting deliverables
• Implements and maintains KB sub-components; Creates business rules for applications and writes tutorials
• Ensures successful design, development, and deployment of global services processes and related infrastructure; supports portions of or full projects; Tracks, updates, communicates project status, scheduling and documentation
• Able to quickly determine next steps in problem resolution process, including customer notification, updating, relationship managing, and escalation
• Advanced knowledge of Microsoft Office Applications required. Candidate will be proficient in the use of Microsoft Excel including basic functions along with the ability to perform V-Lookup comparisons and build Pivot Tables for processing of customer provided Move, Add, and Change files. Run standard and ad-hoc reports; Gather information for Service Reviews, Operational Dashboards and other reporting requirements including regular file value and revenue required to manage the financial performance of supported accounts.
• Position required to support of 24/7 On Call on rotation for all region – On Call/Standby outside standard working hours If required, the position Work with customer for T&M PO assignment and approval
• Submits regular SOM requests to manage billing inputs, moves adds changes required for successful life-cycle management of the installed customer base.
• Position is required to support multiple Customer with a Global Entitlement
• Other duties, like project work, may be assigned on an ad hoc basis
• Position may be required to support other time zones

Basic Qualifications:

• Analytical and/or technical experience, preferably within NCR Atleos Services
• Demonstrated proficiencies with Microsoft Office Suite software
• Knowledge of QuickBase, NCR Atleos proprietary systems and business process knowledge
• Excellent written and verbal communications skills
• Ability to work in a fast-paced environment and multi-task, Good time management and organizational skills
• Ability to identify and resolve issues with a sense of urgency
• Detail oriented
• Ability to work as part of a team or independently
• Willing to work non-standard business hours as required by customers
• Fluent in English both spoken and in written
• Background in project work is beneficial

Key Competencies:

• Data Lifecycle Management
• Service Management
• Technology Awareness
• Financial Acumen
• Ambassadorship
• Business Knowledge
• Customer Relationship Management
• Excellent communication and people management skills

Preferred Skills:

• Escalation Resolution
• NCR Field Operations
• Commitment to Customer Service
• Customer Service Operations
• Customer Relations
• Customer Service Management
• Project Management skills

Company Benefits:

• Private Health Insurance
• Employee Referral Bonus Program
• Wellbeing Resources
• Baby Bonus
• Life, Accident & Disability Insurance
• Numerous opportunities for internal career pathing and advancement
• Discounts for employees at NCR Atleos partners

EEO Statement:

NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

Statement to Third Party Agencies:

To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.