Second Level Support

1 day ago

Melbourne, Victoria, Australia Ncr Full time

About NCR

NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

Position Key Areas & Responsibilities:

- Manage incoming enquiries from second line technicians in the field
- Act as an escalation point for technical queries directed from customer service agents
- Act as a gatekeeper ensuring the accurate actions have been taken on tickets to achieve first point resolutions
- Conduct root cause analysis and rectify chronic underperforming devices
- Manage advertising campaigns within your region
- Support the service delivery department in ensuring a high standard of technical support is provided
- Act as a gatekeeper for switch changes and escalate accordingly for first line operators
- Collaborate and escalate to third level support as required
- Manage BIN updates
- Ensure technical processes and procedures are updated as required
- Maintain the client services technical support wiki
- Engage in training with the client services representatives to ensure high quality first call resolutions
- Assist in roll out of new products and technical procedures
- Contribute to the identification and implementation of business improvement initiatives
- Diagnose, identify, isolate and analyse problems utilising historical data
- Alert management to reoccurring problems and patterns of technical problems

Success criteria and performance measures:

- People: Makes Cardtronics a Great Place to Work and Grow
- Customer: Makes Customers Raving Fans
- Results: Owns the results and makes it happen
- Teamwork: Ensures we win as one team
- Secure: Builds trust and protects our customers
- Innovation: Builds for the future
- Client Services Second Level Technical Support Specific:

- Chronic devices
- Repeat technician visits
- Technician inbound call management
- Underperforming devices
- Uptime
- Greater service and SLA achievements

Minimum Knowledge, Skills, and Abilities Required:
Experience
- Experience in technical support role and with at least 2+ years' experience in providing technical service desk engineer support.
- Sound knowledge of ATM or equivalent functionality and technical requirements a must

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement

Integrated into our shared values is NCR's commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.

  • Female Support Worker

    3 days ago

    Melbourne, Victoria, Australia My Second Home Full time

    We are looking for an experienced and passionate Support Worker to join our teamSecond Home exists to help people with a disability enjoy a happy and healthy holiday. Guests are encouraged to take part in tailoring their holiday experiences and participate in holiday experiences within local communities.In this role, you will be responsible for providing...

  • Female Support Worker

    3 days ago

    Melbourne, Victoria, Australia My Second Home Full time

    We are looking for an experienced and passionate Support Worker to join our teamSecond Home exists to help people with a disability enjoy a happy and healthy holiday. Guests are encouraged to take part in tailoring their holiday experiences and participate in holiday experiences within local communities.In this role, you will be responsible for providing...

  • First Or Second Year

    23 hours ago

    Melbourne, Victoria, Australia Mobility Access Modifications Full time

    **First or Second Year - Apprentice Carpenter****Who we are**:Mobility Access Modifications is a company that specializes in modifying homes for the elderly and mobility impaired. Based in Preston, we have over 21 years of experience in servicing Melbourne and surrounds.**What we are offering**:Residential carpentry of major home modifications.We are looking...

  • Second in Charge

    1 day ago

    Melbourne, Victoria, Australia beBeeEducator Full time $70,000 - $90,000

    Job OpportunityWe are seeking a passionate and dedicated educator to join our dynamic team.About the Role:This is an exciting opportunity for someone who is enthusiastic about working with children, has excellent communication skills, and can think on their feet. As a Second in Charge, you will assist the Director of Service in delivering an exceptional...

  • Graduate Opportunity: Entry-Level English Second Language Teacher

    14 hours ago

    Melbourne, Victoria, Australia English 1 Full time

    Join to apply for the Graduate Opportunity: Entry-Level English Second Language Teacher role at English 1Now Hiring for 2025Entry-Level English Teaching Opportunity in China with English 1 (formerly EF English First).Are you a recent graduate with a bachelor's degree, or about to complete your degree?Ready to kick-start your career and explore the world at...

  • Graduate Opportunity: Entry-Level English Second Language Teacher

    2 days ago

    Melbourne, Victoria, Australia English 1 Full time

    OverviewJoin to apply for the Graduate Opportunity: Entry-Level English Second Language Teacher role at English 1.Are you a recent graduate with a bachelor's degree, or about to complete your degree?English 1 is looking for enthusiastic, globally minded individuals to join our team in China as full-time English Teachers.ResponsibilitiesTeach English to...

  • Second Cook- Footscray

    2 days ago

    Melbourne, Victoria, Australia Doutta Galla Aged Services Full time

    About Us:Doutta Galla Aged Services is a not-for-profit aged care organisation with over 30 years' experience caring for people from all backgrounds.Diversity and inclusion aren't just words â they shape the everyday experience for our residents and staff.At Doutta Galla, we foster a genuine culture of care - not only for our residents/clients but for the...

  • Graduate Opportunity: Entry-Level English Second Language Teacher

    4 weeks ago

    Melbourne, Victoria, Australia English 1 Full time

    Join to apply for the Graduate Opportunity: Entry-Level English Second Language Teacher role at English 11 day ago Be among the first 25 applicantsJoin to apply for the Graduate Opportunity: Entry-Level English Second Language Teacher role at English 1Now Hiring for 2025 Entry-Level English Teaching Opportunity in China with English 1 (formerly EF English...

  • Second-in-Command - OSHC Leadership Role

    3 days ago

    Melbourne, Victoria, Australia beBeeLeadership Full time $75,000 - $80,000

    Lead Outside School Hours Care ProgramWe are seeking an experienced leader to join our team as a Second-in-Command. This role is perfect for those passionate about making a difference in the lives of children and families.This full-time position, 38 hours per week, offers a fixed roster across the week. As a Second-in-Command, you will be responsible for...

  • Graduate Opportunity: Entry-Level English Second Language Teacher

    7 days ago

    Melbourne, Victoria, Australia English 1 Full time

    OverviewJoin to apply for the Graduate Opportunity: Entry-Level English Second Language Teacher role at English 1.Are you a recent graduate with a bachelor's degree, or about to complete your degree? English 1 is looking for enthusiastic, globally minded individuals to join our team in China as full-time English Teachers.ResponsibilitiesTeach English to...