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For your reference, we have included the original job posting below.
German Retail HD Agent
Job Number:
25647722
Company Name:
NCR
Job Location:
Budapest, HU
Job Category:
Information Technology
German Retail HD Agent
Title: German Retail HD Agent Location: Hungary-Budapest TITLE: IT Help Desk Agent LOCATION: Budapest, Hungary
POSITION SUMMARY The Help Desk Agent (HDA) works in a high volume call center environment. Following the documented Remote Incident Management Process, the HDA's primary responsibility is perform Level I technical troubleshooting with end-users of pc's and retail point of sale devices (depending on account assignment). Using known solutions documented in knowledge bases, the HDA works with customers to remotely resolve technical problems that may be categorized as procedural, software, hardware or operational. If remote resolution is not possible, the HDA either dispatches a customer engineer or escalates to the relevant Level II team assigned to that specific customer or type of problem. The HDA may work with internal and external customers: end-users, Customer Engineers, Account team personnel, NCR Level II, customer Level II, and vendors.
KEY AREAS OF RESPONSIBILITY Take incoming customer calls (via telephone, email, voicemail or other automated alerts), log call details onto call management systems and provide response and resolution within deadline. Maintain technical knowledge and expertise associated with multiple applications and hardware specific to individual customer's solution. Intense network troubleshooting and usage of remote tools Liaise with Mentor on specific open calls ensuring no call is left unattended beyond deadline. Proactively update customers with call status and resolution progress. Monitor / progress all open calls in queue. Progress / close service calls to a satisfactory conclusion on call management system. Escalate potential service issues initially with SupervisorEnsure contractual SLA is maintained. Attend regular team meetings and provide input on teams technical performanceLiaise with supervisor on specific projects where requested. Understand and comply with administrative duties including holiday, sickness and overtime forms in a timely and accurate manner. Work on additional tasks required by supervisor connected to keeping up Helpdesk performance, quality and customer satisfaction, and any reasonable request coming from your aligned manager. Proactively research problems and solutions and share this information Share knowledge with colleagues through direct communicationReview and approve knowledge by replicating the problem and solutionSupport less experienced colleagues on the helpdesk through joint working, monitoring, direct feedback and knowledge low all mandatory training coursed according to provided timelines.
BASIC QUALIFICATIONS, REQUIREMENTSFluency in German and English Prior work experience in a customer support or technical support role Flexible to scheduling Advanced problem solving and troubleshooting skills Strong team player Responsible for multi-tasking and prioritizing activities to ensure customer Service Level Agreements are metWork Environment. Interact in team situations with both internal and external customers. . Work in open-air team environment with high levels of surrounding activity in peak periods. . Involved in prolonged periods of PC and telephone usage. . Work to specific schedule for start and stop times and breaks. EEO StatementIntegrated into our shared values is NCR's commitment to diversity. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture and physical ability. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse tement to Third Party AgenciesTo ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.
