Lyle F. Email & Phone Number

* Works in high call volume Technical Assistance Center (TAC) environment supporting NCR's customers (both internal and external) and their analysts in providing problem resolution for NCR products and services.* Responsible for ensuring the customer's entitlement of services;* Remotely deliver solutions, 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 the problem, and/or escalate the problem to the next level* Following the documented Remote Incident Management Process, the position’s primary responsibility is to perform Level I + Level II technical troubleshooting with end-users of PCs and retail point-of-sale devices (depending on account assignment);* Reviews incident history to determine recurring faults* Provide technical phone support on Hospitality products, systems and various software products;* Provide accurate solutions to user problems to maximize product or system availability; Take ownership of service request from customer and ensure timely and satisfactory resolution of problem* Escalate both internally and externally 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 a positive impact on user satisfaction;

* Updates work orders and provides status information* Research, resolve, and respond to questions received via telephone calls, letters, e-mails and callbacks in a timely manner, in accordance with current standards and set targets;* Communicate with customers through various means (oral, written, electronic) to remotely resolve customer problem* Use tools to remotely access customer equipment to diagnose and resolve customer problem; * Follow solutions outlined in the knowledge database;* Verify resolution of problem with the customer; Record information into the Salesforce and JIRA (incident 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, internal/external documentation creation* Participate in special projects as assigned to continuously improve processes, tools, systems and organization;* Maintain technical knowledge and expertise associated with multiple applications and hardware specific to individual customer's solution* Support less experienced colleagues on the helpdesk through joint working, monitoring, direct feedback and knowledge sharing;* Follow all mandatory training courses according to provided timelines* Record information into the Incident tracking system (Salesforce/JIRA); Conduct Salesforce/JIRA quality audits and Call Monitoring activities through monitoring tool * Manage operations during scheduled shifts using on-hand tools and observations

Philippines

• Tier II Escalations Team for Yahoo webmail issues• Supporting problems such as deactivated emails due to abuse, looping login pages, and general webmail configurations

Philippines

• Responsible for handling all persistent cases• Responsible for providing technical support such as Home Networking issues, DSL issues, software issues, email issues, login issues and passwords• Support for wireless and complex issues• Responsible for supporting Mac Computers for internet, mail setup, software/application navigation• Setup Home networks to Windows and Mac OS• Done other duties as assigned