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Trizma is a Business Process Outsourcing company, and Customer Care is our core. Individual dedication, team expertise, and passion involved in each interaction with clients and customers represent our commitment to reliable service delivery.
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KEY AREA OF RESPONSIBILITY
- Position works in Technical Assistance Center environment supporting NCR's customers and their analysts in providing problem resolution for NCR products and services and other related products and equipment
- Position’s primary responsibility is to perform Level 2 technical troubleshooting of supported point-of-sale devices and other supported equipment
- Working directly with the customer to understand the problem, and/or escalate the problem to higher levels
- Remotely working and resolving known issues documented in KEBD (Known Errors DataBase) and communicating process and solution with the client
- Escalating unknown issues and issues out of scope for Level 3, after initial troubleshooting
- Providing technical phone, email, chat, and other kinds of support on Hospitality, Retail, Financial, and/or Cloud NCR supported products, systems, and other related software products
- Provide accurate solutions to user problems to maximize product or system availability; Taking ownership of service requests from customers and ensure timely and satisfactory resolution of the problem
- Enhancing and developing quality support methods and communication skills through coaching feedback, and other developmental approaches
- Research, resolve, and respond to questions received via telephone calls, letters, and callbacks in a timely manner, in accordance with current standards and set targets; Communicate with customers through various means (oral, written, electronic) to remotely resolve customer problems
- Use tools to remotely access customer equipment to diagnose and resolve customer problem
- Document, verify, and make appropriate corrections to the incident record and customer profile
- Contribute as a team member; Participate in team meetings and activities; Participate in objective setting, performance management, reward and recognition programs
- 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
- Record information into the Incident tracking system; Conduct Incident quality audits and Call Monitoring activities through a monitoring tool
NEEDED QUALIFICATIONS
- Technical degree in Computer science or higher level of IT knowledge with related experience in some of these fields: General IT HW/SW installation and maintenance, MS OS installation, connection equipment, and networking, web environment, or similar
- Experience in database management or similar IT job roles is desirable
- Strong written and oral French and English language communication skills
- Strong analytical and troubleshooting skills
- Strong self-motivation
- Strong team-orientation
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