About the role

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access with about 20,000 employees optimizing branch operations and self-service availability for financial institutions and retailers globally. This Remote Resolution Specialist role handles returning customer calls, solves problems using known solutions, monitors the Remote Resolution Queue, and routes or transfers issues as needed. The position remotely delivers solutions, assists field support personnel with on-site issues, documents incidents in desktop tools, and contributes to knowledge management and team activities. Location: Hyderabad, India; work model: remote.

What you’ll do

Return customer calls, solve problems using known solutions, and perform call routing
Monitor the Remote Resolution Queue and confirm or refine problem information and criticality
Utilize support systems, tools, and experience to facilitate a customer solution
Transfer problems to a Technical Support Specialist or route to the dispatch queue when necessary
Remotely deliver solutions by communicating with customers through oral, written, and electronic means
Deploy solutions from the knowledge base and verify problem resolution with the customer
Assist field support personnel by receiving their calls and providing information relevant to on-site issues
Create Sentinel incidents and engage Technical Support Specialists when necessary for on-site issues

What you’ll bring

Ability to return customer calls and solve problems using known solutions
Ability to monitor the Remote Resolution Queue and confirm or refine problem information and criticality
Proficiency using support systems, tools, and experience to facilitate customer solutions
Ability to communicate with customers through oral, written, and electronic means
Ability to deploy solutions found in the knowledge base and verify resolution with the customer
Ability to receive calls from field support personnel and provide relevant information for on-site issues
Ability to create Sentinel incidents and engage Technical Support Specialists when necessary
Ability to document, verify, and correct incident records and customer profiles in desktop tools

Skills

Customer call handlingProblem solvingQueue monitoringSupport systems usageKnowledge base deploymentIncident documentationField support assistanceTeam collaboration