About the role

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access by optimizing branch operations and maximizing self-service availability for financial institutions and retailers globally. As a Technical Support Specialist based in Mumbai, India, you will provide technical assistance to Customer Engineers working onsite at customer locations, handling problem identification, analysis, diagnosis, and resolution. You will leverage NCR and vendor Knowledge Systems, coordinate with Service Coordinators and the ATM Management Center for part numbers and technical details, escalate unresolved issues to deeper support centers while retaining ownership through resolution, and keep NCR Management informed if resolution exceeds contractual timelines.

What you’ll do

Provide support to Customer Engineers who are generally onsite at a customer location and requiring technical assistance
Perform problem identification, analysis, diagnosis and resolution
Utilise Knowledge Systems provided by NCR and other vendors to identify solutions to known problems
Ensure that solutions provided are successful
Escalate to other support centres where deeper level skilled personnel are available when no known solution can be identified
Retain ownership of all escalated problems/issues through to resolution
Inform NCR Management if resolution to a problem will take longer than contractual requirements require
Provide input to the Knowledge Systems as and when required

What you’ll bring

Prior work experience in a customer support or technical support role is required
Fluency in English, both oral and written, is a must
PC literacy
Keyboard proficiency
Understanding of Windows-based applications/tools
Good English communication skills and telephony etiquette
4 year technical degree or 3 year technical diploma preferred or equivalent experience
Strong team player and self-starter

Nice to have

Experience supporting customers in the Retail & Financial sector is highly desirable
Experience as a field based customer engineer supporting PC and retail & financial systems would also be favourably considered
Tertiary qualification in Engineering or related field, from University or College is desirable
Prior Knowledge of retails equipments as 7350,7348,7988,7197…. and ATM 5886,6634 7671 is desirable (but not essential) or equivalent knowledge level
Knowledge of retails systems (hardware and application software) and experience troubleshooting problems in that environment is highly desirable

Skills

Windows-based applicationsTCP/IP networkingPC hardware troubleshootingRetail systems knowledgeATM equipment familiarityEnglish communicationTelephony etiquetteKnowledge Systems utilization

Education

4 year technical degree or 3 year technical diploma preferred or equivalent experience