TITLE: Software Support Consultant
LOCATION: Cairo, Egypt
About NCR Corporation NCR Corporation (NYSE: NCR) is a global technology company leading how the world connects, interacts and transacts with business. NCR’s assisted- and self-service solutions and comprehensive support services address the needs of retail, financial, travel, hospitality, gaming, public sector, telecom carrier and equipment organizations in more than 100 countries. NCR (www.ncr.com) is headquartered in Duluth, Georgia, USA.
POSTION SUMMARY & KEY AREAS OF RESPONSIBILITY
The Software Support Consultant works in a complex technical environment, resolving and providing solutions to customer problems. They identify, design and develop solutions for product and system problems. They communicate with internal and external organizations to resolve problems whilst maintaining full ownership. Offer input and gain knowledge as a subject matter expert on products, systems, and services
• Has basic knowledge across the related LOB product range including all solution(s) currently released and supported, but may require assistance to progress an incident out with assigned product solution(s)
• Knowledgeable on assigned product solution(s) and can investigate issues and very infrequently require assistance Design corrective action(s) to resolve product or system problems with no known solutions.
• Gather and analyze information, formulate and test hypothesis
• Identify, design, develop and validate solution
• Ability to research problems with no known solutions and design solutions for identified problems
• Collaborate and communicate with technical suppliers including other Software Support Engineers, Third Party Suppliers, Product Development Engineers, Solutions Managers, Professional Services and Technical Support Specialists as appropriate; whilst maintaining ownership of the incident
• Ability to manage multiple issues of differing stages of investigation and priority without assistance. Actively participate in making the team a success by achieving the team objectives
• Actively participate in making the team a success by achieving the team objectives
• Adherence to GS2 SLA Guidelines & RWG Target
• Knowledge metrics and knowledge code compliance as per department objectives
• Proper usage of incident tracking tool (as per incident working guidelines)
• Productivity (as per cascaded objectives)
• Accurate and prompt time logging (direct and indirect)
• Work all incidents diligently to ensure customer satisfaction targets are achieved Enhance customer service by dealing with all incidents professionally and adhering to GS2 SLA
• Enhance customer service by dealing with all incidents professionally and adhering to GS2 SLA
• Ensure customers are kept updated with current status of investigation as per SLA guidelines
• Maintain ownership of incident at all times Enhance organization dynamics by building and maintaining internal and external relationships
• Mandatory compliance to NCR's Code of Conduct & Shared Values.
• Build relationships with people across a variety of functions within the organization.
• Relate to others in an accepting and respectful manner, regardless of their organizational level, personality, or background.
• Build collaboration by identifying and conveying common interests and priorities (including removing barriers and breaking down silos).
• Appropriately involves others in decisions and plans that affect them. Record and communicate solution creation information in a timely manner
• Populate the knowledge base with product and in-depth technical information
• Ensure article is created & released for appropriate audience (external/internal) Enhance individual performance and career development by focusing on technical are
Job Details
| Date Posted: | 2015-07-27 |
| Job Location: | Cairo, Egypt |
| Job Role: | Other |
| Company Industry: | Financial Services |
Preferred Candidate
| Career Level: | Entry Level |
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