SW Support Analyst II
NCR - Alpharetta, GA

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603526

Description

GENERAL POSITION SUMMARY:
As a member of the Petroleum Convenience Technical Support team, provide professional, courteous and prompt second level technical support (via dial-up and telephone) for assigned RPOS solutions. This includes problem definition, prioritization, analysis, recreation and resolution. This position exists to ensure client satisfaction by providing answers and resolution to incoming problems in a timely and effective manner. The work is complex in nature and requires detailed analysis as well as proven technical aptitude. This position requires a minimum of 6 months experience supporting Petroleum Convenience technology.

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Qualifications

ESSENTIAL FUNCTIONS: • Record the client problems as required in the case management process and detail the issues. • Investigate and resolve client calls. • Respond to client cases and field inquiries in a timely and effective manner by answering known questions and reproducing straightforward technical problems. • Utilize tools provided and other documentation as necessary in resolving technical issues or reproducing problem cases. • Effectively use escalation procedures as necessary. • Facilitate issue resolution by leveraging internal experts when necessary. • Take ownership for resolving client support issues from case logging through management of escalation or resolution. • Be an advocate for providing satisfaction to clients by maintaining a proactive approach with clients. • Begin to learn to install new releases as assigned, and by following test installation procedures, test and document installation. • Learn new products and diagnostic tools and share knowledge with others. • Produce Knowledge Management documents. • Provide feedback on product and/or process initiatives developed in other areas. • Regular, reliable attendance is required. • Other job related duties as assigned.

Job

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Engineering

Primary Location

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Americas-United States-Georgia-Alpharetta

Schedule

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Full-time

Job Posting

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Feb 5, 2013, 12:00:00 AM

NCR - 17 months ago - save job - block
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Want to find NCR? Follow the money. Born during the waning days of the Wild West as National Cash Register, NCR is a leading maker of ATMs....