Title: Service Desk Agent L2 - Portuguese speaker Grade: 08 Location: Seville, ESP Position works in medium call volume Service Desk environment supporting NCR's customers (both internal and external) and their analysts in providing problem resolution for NCR products and services.
This position is 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 the problem to the next level.
Following the documented Remote Incident Management Process, position's primary responsibility is to perform Level 2 technical troubleshooting of retail Self-Serve Check Out devices; Reviewing incident history to determine recurring faults.
Provide technical phone support on Retail products, systems, and various software products; Provide accurate and creative solutions to user problems of moderate nature to maximize product or system availability; Take ownership of service requests from customers and ensure timely and satisfactory resolution of problems.
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 positive impact on user satisfaction; Updates work orders and provides status information.
Use tools to remotely access customer equipment to diagnose and resolve customer problems; Follow solutions outlined in the knowledge database; Verify resolution of problems 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.
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.
Manage operations during scheduled shifts covering 24x7, making use of on-hand tools and observations.
BASIC QUALIFICATIONS: High School Diploma or equivalent Advanced level of spoken and written Portuguese language (B2 or C1) Advanced level of spoken and written English language (B2 or C1) 0-2 years of related experience 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 A track record showing initiative leading to positive results #J-18808-Ljbffr