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The Technical Support Specialist (TSS) works in a high volume support environment. The TSS's primary responsibility is to perform characterisation and initial analysis of issues to assist with determining root cause and remotely coordinate the resources required to manage problem resolution for NCR products and services. The TSS's role is to coordinate and provide services in a profitable environment that supports our Shared Values.
In order to fulfil their primary responsibility the TSS's will coordinate the resources necessary and provide the additional technical/functional knowledge necessary to resolve customer's (both internal and external) problems. The TSS will work directly with the customer or Customer Engineers to understand the problem, and retrieve complex known solutions using available systems, tools, and resources to resolve the customer's problems. They are responsible for characterisation of the issue and performing troubleshooting activities- information re characteristics of problem, frequency of occurrence, gathering logs, files, application traces and error status. They are also responsible for analysis of logs to ensure they capture the area of the problem and to confirm if known issue. As required they are responsible for the re-creation of the issue. The TSS will be responsible for developing or if required collaborating with a Solution Engineer to develop the problem isolation, solution creation, and solution implementation plan defined by the Incident Management Process (IMP) to help resolve the customer's problem.
The TSS will perform additional troubleshooting activities, escalate problems to the appropriate party(s), and assist in communicating the solution to the customer.
The number and type of systems and customers supported will be dependent on the candidate's technology, product, and project management skills.
Key Areas of Responsibility Manage all resources needed to resolve a customer's problem including: . collaborating with other analysts and Solution Engineers, as appropriate, to develop the Problem Isolation and Solution Creation plans to uncover the root cause and the fix for the problem . own the problem resolution process including: identifying and project managing third party suppliers, providing control and follow-up for the resolution activities, and, as appropriate, personally solving the customer's problem . assess the risks, business impact (including financial) and technical resource impact of the solution alternatives . with the Customer, operationalize/socialize the solution including: presenting and gaining agreement for the recommended Problem Isolation Plan, Solution Creation Plan, and the Solution Implementation Plan . engage the Customer Account Team if the customer will not accept any proposed resolution to the problem . provide feedback to the Solution Engineer or update the knowledge database . evaluate performance and provide feedback for the supplier performance, process improvements, and case documentation Ensure full characterisation is completed and investigate issues at a deep level to ensure quicker resolution of complex issues, including: . Incident Tracking . Provide known solutions (workarounds) to known problems (including locally developed customisations and standard product) . Perform characterisation/troubleshooting activities- information re characteristics of problem, frequency of occurrence, gather logs, files, application traces, error status etc . Analysis of logs to ensure they capture the area of the problem and check if known issue . Re-creation when logs are not available from live site, to gather relevant logs . Escalate the problem to the appropriate group . Communicate status of incident to the customer . Populate knowledge database with problem/solution information Review the Knowledge Base and utilize experience to identify trends, anomalies, and patterns, and communicate results . use available systems tools to assess data . identify patterns, provide feedback, and make suggestions for process, product, system, tool, and organizational improvements Record information into the system . document, verify and make appropriate corrections to the incident record and customer profile . write and/or create technical documents as appropriate Contribute as a team member . participate in team meetings and activities . help and mentor other associates . participate in objective setting, performance management, reward and recognition programs . participate in special projects to continuously improve processes, tools, systems and organization . be aware of Corporate Equal Opportunity/Affirmative Action programs and guidelines and is responsible for providing equal opportunity to all associates in all phases of the business Personal Development . participate in planning and implementing personal and career development activities . actively develop job related skills
Scope Problem resolution may involve multiple sources of resource expertise from a variety of internal and external supplier organizations in order to solve a problem or research an issue that has no documented history or precedence. The position may involve support for multiple product lines and industries, customers from varying countries, cultures, and languages.
Work Environment . The Technical Support Specialists works in a fast-paced, demanding technical customer support environment that requires timely solutions to technical problems, often of a critical nature to the customer. Customer problems requiring on-site support will require the Technical Support Specialist to travel on short notice. . New technology developments and expanded support services require continual skill expansion and enhancement, often in an on-the-job environment. . The work environment may require rotation in work hours, pager rotation, and or extended hours, as needed, to accommodate customer needs. . The Technical Support Specialist may often work in a team environment with the Solutions Engineer, Care Center Agent, plant or third party suppliers and the Customer. . Work may span multiple time zones, cultures and countries, and varying levels of management associated with multiple Customer personnel, internal organizations, and third party suppliers.
Education and Experience Requirements . BA/BS in Computer Science or Technical/Associates degree or equivalent experience . SW background in a development or support environment is required . Minimum of 2 years technical support experience would be beneficial . Hardware knowledge of the relevant business unit is beneficial
NCR Values Respect for Others ? We base our working relationships upon trust and respect. To be successful, we team globally across boundaries, valuing individual differences. We communicate openly and candidly with each other and extend our team spirit to partners, customers, and the communities in which we live and work. Customer Dedication ? We are dedicated to serving customers by leading our industry in understanding and anticipating customer needs. We create long-term customer relationships by consistently delivering quality, innovation and value that meet or exceed expectations. Highest Standards of Integrity ? We are honest and ethical in all our business dealings. We keep our commitments and admit our mistakes. We know our company's reputation is built upon our conduct. We make the NCR name worthy of trust. Commitment to Excellence ? We are committed to uncompromising excellence. We set ever-higher quality standards and work together to continuously improve. We embrace creativity, encourage a growth-oriented culture, and apply innovation in our processes, ideas, products and services--to achieve best-in-class performance. Accountability for Success ? We take personal ownership for the success of our company. We are accountable for the resources entrusted to us. We perceive profit as the means to fuel new solutions for our customers, create opportunities for each other, and reward the financial trust of our shareowners, while applying all of our Shared Values.
