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For your reference, we have included the original job posting below.
Regional Tech Support Specialist
Job Number:
24013717
Company Name:
NCR
Job Location:
Sacramento, CA US
Job Category:
Information Technology
Regional Tech Support Specialist
Title: Regional Tech Support Specialist Location: California-Sacramento Title: Region Technical Support Specialist Location: United States Grade: 9
Position Summary The Region Technical Support Specialist (RTSS) works within the service delivery organization that includes CE technical support communities. In some cases the RTSS will also support pre-sales activities or determine if the NCR services organization is positioned to provide a solution level of support. The RTSS's primary responsibility is to remotely coordinate the resources required to manage problem resolution for NCR products and services. The RTSS's role is to coordinate and provide services in a profitable environment that supports NCR Shared Values. In order to fulfill their primary responsibility the RTSS's will coordinate and project manage the resources necessary and/or provide the additional technical/functional knowledge necessary to resolve customer's (both internal and external) problems. The RTSS will work directly with either Remote Resolution Specialists, customers, or Customer Engineers to understand the problem, and retrieve complex known solutions using available systems, tools, and resources to resolve the customer's problems. When appropriate, the RTSS 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 Project manage all resources needed to resolve a customer's problem including: . 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 . evaluate performance and provide feedback for the supplier performance, process improvements, and case documentation . participate in pre-sales activities as needed to determine technical feasibility and supportability, and this includes the bid review process 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 Contribute as a team member . participate in team meetings and activities . participate in objective setting, performance management, reward and recognition programs . participate in special projects to continuously improve processes, tools, systems and organization in accordance with the NCR improvement approach . 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 . may require rotation in work hours, pager rotation, and or extended hours, as needed, to accommodate customer needs. . 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. Personal Development . participate in planning and implementing personal and career development activities . actively develop job related skills Basic Requirements . BA/BS in Computer Science or equivalent or Technical/Associates degree with 2 years call center experience or technical help desk or support environment Preferred Requirements . None
* *Visit our careers site for a list of the benefits offered in your region in addition to a competitive base salary and strong work/family programs. Statement to Third Party Agencies To 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. EEO Statement NCR is an equal opportunity employer. It is NCR's policy to hire, train, promote and pay associates based on their job-related qualifications, ability and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, marital status, age, physical or mental disability, sexual orientation or veteran status. Basic Requirements BA/BS in Computer Science or equivalent or Technical/Associates degree with 2 years call center experience or technical help desk or support environment Preferred Requirements None
