Sr Account Support Analyst
Sr Account Support Analyst
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Salary Not Disclosed
1 Vacancy
Job Description
About NCR Atleos
NCR Atleos headquartered in Atlanta is a leader in expanding financial access. Our dedicated 20000 employees optimize the branch improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.
Location: Mississauga Ontario Canda
*Must be in office 3 days a week*
Eligibility:This position is only open to individuals who are either Canadian citizens or permanent residents. Please note that visa sponsorship is not available now or in the future for this role.
Job Summary
Serve as the primary point of contact for customers regarding Service Requests Escalated Incidents and Problems. Using ITIL best practices you will guide the Incident and Problem Management processes ensuring timely updates and resolution. This role requires a strong understanding of NCR Atleos service systems operations policies and contractual obligations. You will identify opportunities to enhance customer satisfaction service quality and profitability by proactively assessing needs and driving continuous improvement through Success and Call to Action Plans.
Key Responsibilities
Governance & Customer Engagement
- Execute Success and Call to Action Plans to drive customer satisfaction and meet NPS targets
- Participate in regular service performance reviews and identify improvement opportunities
- Monitor customer engagement sentiment and progress on improvement initiatives
Customer Escalations
- Manage daily service delivery to meet contractual obligations
- Oversee incident and problem management lifecycles
- Address and manage recurring service issues (Bad Actors/Outliers)
Base Management & Entitlement
- Utilize UA datasets for accurate asset tracking and entitlement
- Maintain >99% entitlement accuracy and support timely invoicing
Parts & Logistics
- Understand part fulfillment and replenishment processes
- Collaborate with Logistics to ensure timely part availability
- Escalate issues related to part availability or quality
Invoicing & Accounts Receivable
- Coordinate with the Invoicing Team to meet billing targets
- Ensure timely invoice delivery and support resolution of disputes
Customer Interface Support
- Manage MyNCR portal requests (profiles connectivity training)
- Provide support for customer help desk inquiries
Dispatch Avoidance
- Identify and implement dispatch avoidance opportunities
- Collaborate with Account Teams on improvement plans
Qualifications
Required:
- High School diploma or Technical/Vocational certification
- 01 year of relevant experience
- Strong attention to detail and analytical skills
- Proficiency in Microsoft Office especially Excel
- Excellent communication and time management skills
- Ability to multitask and work independently or in a team
- Flexibility to work non-standard hours as needed
Preferred:
- Experience in NCR Atleos Lines of Business
- Background in managed or customer service environments
- ITIL Foundation or higher certification
- Familiarity with automation tools
#LI-AD1
#LI-HYBRID
Offers of employment are conditional upon passage of screening criteria applicable to the job.
EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos 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 sexual orientation gender identity/expression pregnancy marital status age mental or physical disability genetic information medical condition military or veteran status or any other factor protected by law.
Statement to Third Party Agencies
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system NCR Atleos employees or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.
The Company has an accommodation process in place and provides accommodations for employees with disabilities. If you require a specific accommodation because of a disability or a medical requirement please contact Human Resources via e-mail at so that arrangements can be made for the appropriate accommodations to be in place.
Required Experience:
Senior IC
Employment Type
Full-Time
