Handling customer messages via online channels (i.e. chat, email) and providing appropriate solutions and alternatives, following up to ensure resolutionIdentifying and assessing customer needs, to achieve satisfactionBuilding friendly relationships and trust with customer accounts through open and interactive communication

Works directly with customers to resolves recurring or standard problemsWorks directly with NCR and 3rd party Vendor technicians to resolve Hardware or Software problemsProvides daily and weekly incident tracking sheets to report on performanceReviews incident history to determine recurring faultsProvides technical support and assistance to clients and businesses regarding hardware and software issuesProvides support with installing, configuring, and updating hardware and software, as well as fixing any issue related to the equipment that may come up on a daily basisAllocates engineer appointment times for jobs requiring multiple resources on-siteUpdates work orders and provides status informationAssigns and distributes workload to meet SLA’sMay respond to escalated callsParticipates in product set or customer base trainingMay implement remote fixes relying on guided search for diagnosis across multiple productsApplies troubleshooting checklistsAcquires and applies knowledge of troubleshooting techniques and desktop diagnostic tools