SW Support Analyst - Remote Eligible

About NCR Atleos

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.

Type and Job Description

Position works in Technical Assistance Center (TAC) environment by remotely providing Second level (Level 2) remote support to NCR's customers (both internal and external) for supported NCR (and/or other supported 3rd party) products, services and equipment.

Position is responsible successfully completing initial and all subsequent additional internal or external technical, administrative, procedural, communicational and customer handling/care trainings, coaching and courses after which is considered trained and familiarized with all duties, responsibilities, processes and procedures of the position.

Position is responsible for being fully familiar and compliant with all current duties, responsibilities, processes and procedures of the position through following all official channels of communication including but not limited to: knowledgebase repositories, CRMs, physical and digital documents, email, electronic and verbal directives from the leadership, etc.

Position is responsible for being fully familiar and compliant with all required and applicable NCR global procedures, training, Core Shared Values compliance, Code of Conduct, Security Awareness, Rulebook, labor law and labor regulations and any other procedure applicable to the position.

Position is part of the Team consisting of variable number of same or similar positions, performing/having same or similar duties, responsibilities, processes and procedures. Scope of level of support will be described in detail in assigned Team's Knowledgebase and documentation; Scope of level of support varies from Team to Team;

Position's primary duties and responsibilities consist of:

• Communicating with customers through various inbound and outbound official channels of communication (e.g. email, IM chat, phone, live, etc.)

Identifying the issue by successfully identifying the customer and their level of entitlement, identifying the affected product, services and/or equipment and identifying the nature of the issue itself.

Gathering detailed and precise information about the issue.

Recording the call/issue through call/incident Tracking Systems by investigating the history of the issue (on both product level and customer level) and by creating new tracking incident or updating the existing one. Thoroughly, precisely and accurately document the issue.

Reviews incident history to determine recurring faults.

Working on resolving (and subsequently closing) the assigned incident, primarily incidents created personally during the ongoing communication with the customer (or immediately after the call) and secondary from monitoring the assigned queues in the Incident Tracking Systems (e.g. backlog queues, queue of incidents created by Level 1 Support, voicemail/callback queues, priority queues, predictive queues, auto-generated queues, etc.)

If the incident is information request to which the customer is entitled to (e.g. inquiry about products, services and equipment, their functionality, features, operation instructions, status update of the existing issue/incident, etc.), providing the requested information

If the incident is an issue with supported product, services and/or equipment, resolving the issue by restoring the supported product, services and/or equipment to normal operating condition (or as close to normal operating condition as possible) through following official processes and procedures.

If possible and required, reproducing the issue either in laboratory conditions or on affected site using remote access.

Troubleshooting issue directly through remote access to affected product, services and/or equipment using official tools or indirectly by remotely guiding the customer to perform troubleshooting steps. Verify resolution of the problem.

Ensuring full Level 2 troubleshooting has been performed per current documentation and procedures and escalating to Level 3 Support if troubleshooting did not resolve the issue, is outside of the Level 2 scope or is previously not encountered and not covered with the documentation and procedures.

Receiving and handling escalations from other teams entitled to send escalations to Level 2 Support, including but not limited to: Account Support, Level 1 Support, Sales, Field Support, other Teams receiving support requests intended for Team position is assigned to, etc.

Prepares and sends escalations to other teams entitled to receive escalations from level 2 Support, including but not limited to: Level 3 support, Field Support, more specialized Level 2 Teams, Account Support, Sales, etc.

Ensuring customer satisfaction through following any and all other duties by following Customer Care/Satisfaction Protocols

Position's other duties include but are not limited to:

• Ensuring required level of quality, quantity and efficiency of work
• Ensuring required level of accountability, responsibility, work ethics, etc.
• Ensuring required level of teamwork, office discipline, communication and behavior
• Improve/Enhance Team's support processes and procedures by contributing in process optimization, either directly through active participation (e.g. writing knowledge articles based on lessons learned in resolving customer issues) or indirectly through documenting the resolution methods in incident Tracking Systems
• Work on personal improvement through reviewing and analyzing provided feedback, improving available improvement points, applying learning opportunities, optimizing workflow and improving required skills and knowledge
• Contribute as a team member, participate in team meetings and activities, participate in Team and personal objective setting, performance management, reward and recognition programs.
• Participate in special projects as assigned by leadership by performing duties relevant to the business operation that differ from the primary work duties and responsibilities.
• Support less experienced colleagues in the Team through joint working, monitoring, coaching, training, direct feedback and knowledge sharing.

Requirements for the Job

• Minimum of IV level of education (per official education categorization by the Ministry of Education of Republic of Serbia and/or the Ministry of Education of Republic of Serbia) or equivalent;
• At least 1-2 years of experience in performing the same or similar activities;
• Satisfactory initial level of communication and customer support skills, customer care skills and customer handling skills;
• Satisfactory functional knowledge of foreign languages required for communicating with customers;
• Satisfactory technical aptitude and problem-solving skills
• Ability to successfully complete and successfully utilize technical training required for successful execution of work duties and responsibilities as defined by the job description;
• Work Ethics, behavior and attitude compliant consistent with Work Rulebook, NCR's Core Shared Values and Code of Conduct.

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

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.

By applying to NCR Atleos jobs, you acknowledge that the terms of the NCR Atleos Applicant Privacy Notice will govern the collection and use of your Personal Data. This notice supplements NCR Atleos Privacy Policy, which is available at www.ncratleos.com/privacy.

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.