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.
Position Description:
The Remote Resolution Specialist (RRS) works in a high volume, limited duration call center workplace serving as the secondary interface to external customers and/or their agents and field support personnel. The primary responsibility is to provide problem resolution and call routing for NCR products and services using known solutions, and defined routing procedures. The objective of RRS agent is ensure call is fixed remotely and avoid a Customer engineer dispatch.
Key Areas of Responsibility:
Returning customer calls, solving problems using known solutions, and call routing
monitor Remote Resolution Queue
confirm/refine problem information and criticality
utilize support systems, tools, and experience to facilitate a customer solution
transfer problem to Technical Support Specialist, if necessary
route to dispatch queue, if necessary
Remotely deliver a solution to solve a customer problem
communicate with customers through various means (oral, written, electronic) to deliver a solution
deploy solutions found in the knowledge base
verify resolution of problem with the customer
Assist field support personnel with on site issues
receive calls from field support personnel
utilize support systems, tools, and experience to provide information relevant to on site issue
create Sentinel incident & engage Technical Support Specialist, if necessary
Capture information and record data in desktop tools
document, verify, and make appropriate corrections to the incident record and customer profile
provide incident feedback about supplier commitments missed, and process improvements
Knowledge management
Fully utilize the Knowledge Management Databas