Customer Support Specialist

About the role

The Customer Support Specialist provides technical assistance to NCR clients, Customer Engineers, and business partners. The role involves troubleshooting, incident management, and ensuring service level agreements are met within a 24/7 operational environment.

Key responsibilities

• Provide technical support by identifying, analyzing, and resolving issues via phone, email, and ticketing systems.
• Monitor ticket queues, remotely resolve incidents, and coordinate with appropriate teams for timely resolution.
• Manage incident lifecycle to consistently meet contractual SLAs and follow escalation procedures when needed.
• Utilize NCR and third‑party knowledge bases, contribute to knowledge‑sharing initiatives, and prepare standard operational reports.
• Escalate complex issues to specialized teams while maintaining end‑to‑end ownership and communication with management.
• Deliver exceptional customer experience by anticipating needs and proactively monitoring system events.
• Collaborate with internal stakeholders to ensure efficient communication and continuous service improvement.
• Participate in rotating weekend and holiday support as part of a 24/7 environment.

Required profile

• Strong problem‑solving and analytical abilities.
• Customer‑focused mindset with excellent communication skills.
• Ability to prioritize and manage multiple tasks in a fast‑paced setting.
• Effective both independently and as part of a team.
• Flexibility to work in a 24/7 support environment.
• High school diploma or equivalent.
• Proficiency in written and spoken English.