POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:

• Position works in high call volume service desk environment, supporting NCR's Self-Serv Check Out customers.
• Responsible for Remotely delivering solutions, dispatching 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 problem to the next level.
• Following the documented Remote Incident Management Process, position’s primary responsibility is to perform Level 1 technical troubleshooting of Self-Serv Check Outs on inbound incidents created by customers’ internal support teams.
• 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.
• Following Ticket Handling Guide, utilizing OKM articles and applying investigative approach to intercepting the calls created by customers and channel partners.
• Assist in the resolution of user and support issues over multiple user sites to ensure timely distribution of knowledge and cause positive impact on user satisfaction; Updates work orders and provides status information.
• Research, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with current standards; 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 ITSM Tool (NEOS).
• 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.
• Participate in special projects as assigned to continuously improve processes, tools, systems and organization; Coordinate project start up activities. 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.   

BASIC QUALIFICATIONS:

• High School Diploma or equivalent.
• Advanced level of spoken and written English language (B2 or C1).
• Advanced level of spoken and written Hungarian language (B2 or C1).
• 0-2 years of related experience.
• Advanced knowledge level of Windows OS; Advanced knowledge of the Internet including applications and protocols as well standard network monitoring and analyzing tools; Advanced trouble-shooting skills with MS Office and standard applications.
• High level knowledge of PC hardware equipment and utilization (printers, scanners, modems, network cards).
• Excellent communication skills at all levels including excellent listening skills.
• Possess strong customer service skills and be able to work in a dynamic team environment.
• Advanced problem solving and troubleshooting skills.
• Ability to work a flexible schedule (evenings/weekends); Ability to work in a multitask fast paced environment. 

PREFERRED QUALIFICATIONS:

• Associate degree preferred.
• 2+ years of call center experience.
• Experience in providing in-house escalation assistance.