Help Desk Technician II

Position works in groups that serve NCR's small and medium sized customers. Position works in high call volume Helpdesk environment supporting NCR'''s customers in providing problem resolution for NCR products and services Responsible for ensuring the customer'''s entitlement of services; Remotely deliver solutions, work through others to dispatch service personnel, and when appropriate verify resolution of a customer'''s issue that has not been escalated; Work directly with the customer to understand and/or escalate the problem to the next level Following a documented incident management process, position's primary responsibility is to perform Level I technical troubleshooting with end-users of industry-specific point-of-sale software and hardware (depending on account assignment); Generates daily and weekly incident reporting; Reviews incident history to determine recurring faults Provide technical phone support on industry-specific products, systems and numerous software products; Provide accurate and creative solutions to user problems of moderate complexity to maximize product or system availability; Take ownership of service request from customer and ensure timely and satisfactory resolution of problem Escalate internally when required according to defined escalation paths Enhance and develop quality support methods and communication skills through coaching feedback, and other developmental approaches Assist in the resolution of user and support issues over multiple user sites to ensure timely distribution of knowledge and cause positive impact on user satisfaction; Updates work orders and provides status information Research, resolve, and respond to recurring questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with current standards; Communicate with customers through various means (oral, written, electronic) to remotely resolve customer problems. Use tools to remotely access customer equipment to diagnose and resolve customer problem; Follow solutions outlined in a knowledge database; Verify resolution of problem with the customer; Record information into the appropriate tracking system Document, verify and make appropriate corrections to the incident record and customer profile; Ensure thorough documentation of problem description and all subsequent activity; Write knowledge articles based on lessons learned in resolving customer issues 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 as assigned to continuously improve processes, tools, systems and organization; Maintain technical knowledge and expertise associated with multiple software products; applications and hardware specific to customer solutions. Support less experienced colleagues on the team through joint working, monitoring, direct feedback and knowledge sharing; Follow all mandatory training courses according to provided timelines Record information into the appropriate Incident tracking system; Conduct incident tracking quality audits and Call Monitoring activities through the appropriate monitoring tool Manage operations during scheduled shifts using on-hand tools and observations

Basic Qualification:

• High School Diploma or equivalent 0-2 years of related experience Advanced knowledge level of Windows 98 2000, NT, XP and Vista;
• Advanced knowledge of the Internet including applications and protocols as well standard network monitoring and analyzing tools;
• Advanced trouble-shooting skills with MS Office and standard applications (Virus Scanner, Adobe, Zip) High level knowledge of PC hardware equipment and utilization (printers, scanners, modems, network cards)
• Excellent communication skills at all levels including excellent listening skills
• Possess strong customer service skills and be able to work in a dynamic team environment
• Advanced problem solving and troubleshooting skills Ability to work a flexible schedule (evenings/weekends);
• Ability to work in a multitask fast paced environment

Preferred Qualifications :

• Associate's Degree or Technical Certification preferred, but not required Call center experience Experience in providing in-house escalation assistance
• A track record showing initiative leading to positive results Bi-lingual - English/Spanish a plus