- Organizing shift schedules, processing PTO's, Paid Leaves, Sick Leaves, reviewing, correcting and submitting employees workhours - Maintaining business flow - Organizing and leading hiring interviews - Leading in company promotional interviews - Participation in training of new hires- Producing, updating, reviewing and providing various work-related reports- Handling and assigning escalations and escalated incident- Managing high profile escalations and driving them to resolution in order to re-establish positive customer satisfaction- Close contact with developers in Jira cases - Working on onboarding and pilot implementations - Organizing, partaking and leading customer facing meetings- Organizing and leading internal promotional interviews and training higher level agents - Serving as point of contact to senior and junior agents, both for administrative and technical side of work - Providing, creating and collecting various troubleshooting documentation

- Working on solving complex technical problems by investigating and re-creating in a LAB environment - Collaboration with development and QA teams through Jira cases - Gained advanced knowledge of windows and network while working on cases related to that - Working in dynamic and high-volume work environment - Creating knowledge base articles for everyone to use- Working on almost all of NCR products related to the Point-of-Sale system, store and above store level- Attending high visibility meetings from technical perspective

- Providing advanced diagnosis and troubleshooting- Proactively providing assistance to other colleges while working on specific cases assigned to me- Working on processes that includes root cause analysis- Responsible for training new hires and following their progress - Occasional coverage of management positions

- Real-time audio interaction with the customers along with providing remote assistance resolving both software and hardware issues- Gathering necessary info, following Level 1 procedures, both resolving and analyzing problems for further escalations- Focusing on customer satisfaction and providing info about more complex problems, workarounds and resolutions determined by higher level teams