Customer Support Specialist

2 months ago

Québec, Quebec, Canada NCR Corporation Full time

About NCR Corporation

NCR Corporation is a leader in transformation, connection, and exploitation of technological platforms for self-service banking, retail, and restaurant services. NCR has its headquarters in Atlanta, Georgia, and employs 38,000 people worldwide. NCR is a trademark of NCR Corporation in the United States and other countries.

Job Title: Field Service Technician I

As a Field Service Technician I, you will be part of our support team and your passion for providing exceptional customer service will contribute to our high international customer satisfaction level. Acting as a first-line responder to customers on-site in the territory assigned to you will allow you to communicate in a helpful and pleasant manner, focusing on finding the right solution for each customer.

You will communicate with our customers to answer their questions and resolve various on-site issues (including some that are unusual), knowing when and to whom to escalate for help. You will organize, prioritize, and resolve customer issues, including some before they start. Regardless of the situation, your training will enable you to provide customers with what they need when they need it. Additionally, you will always be on the lookout for preventive measures you can take, escalate issues to your supervisors, and act as an NCR brand ambassador. Your goal is to keep our customers fully reassured and satisfied, thanks to your technical expertise and consistent and coherent communication.

Key Responsibilities:

• Be responsible for the installation, maintenance, and basic repair of equipment within an assigned territory, while maintaining absolute customer trust and satisfaction (in accordance with agreed-upon service level agreements, of course).

• Use your manual skills and work on products such as bank ATMs, point-of-sale systems (POS), kiosks, single-key encoders, and workstations.

• Assist with site preparation, including cable installation, implementation, and simple testing of equipment.

• Be a guardian of all NCR assets used in customer service delivery (i.e., tools, software, vehicles, documentation, and intellectual property). This means you will maintain exemplary records and keep appropriate spare parts on hand.

• Perform customer information entry to enable us to process billing and stay in touch with customers to ensure we provide the best possible service.

What We're Looking For:

• Someone who cannot help but resolve issues before they arise. We don't know how you do it, but please don't stop. Because you will be a star performer when it comes to performing regular preventive maintenance.

• A person who is willing to face any situation that comes their way, but is confident enough to ask for help when needed. So, if you ever feel stuck in your IC I role, you can always turn to the appropriate associate, team member, or territory manager who can assist you.

• A meticulous record-keeper; this is useful when you are asked to log all customer calls and activities, in addition to tracking all expenses incurred in service delivery (such as phone calls or driving time).

• Someone who is team-oriented, even when working alone.

Requirements:

• A high school diploma or equivalent;

• Canadian citizenship or permanent resident status; the company does not sponsor applications;

• A valid provincial driver's license (not a learner's permit) and a clean driving record that meets NCR's fleet requirements;

• The ability to perform the essential functions of the job with or without reasonable accommodation;

• A valid passport allowing travel to the United States for training (mandatory);

• A positive attitude and flexibility. Regardless of the circumstances (We're talking about flexible work schedules in rotation that include days, afternoons, evenings, weekends, overtime, and holidays so our customers are happy).

Physical Demands:

The essential functions of this job include extended travel with driving of several hours per day, rotating work schedules and weekends, transporting and lifting tools, parts, and equipment weighing up to 23 kg (50 lb) without assistance, bending, stooping, walking, standing, sitting, reaching, performing manual work, and manipulating repetitive objects of varying size and weight, requiring dexterity, good hand-eye coordination, and doing so for extended periods.

Experience:

Up to one year of relevant experience (but previous experience with NCR equipment or similar equipment is always an asset).

Skills:

A practical knowledge of the Microsoft Office suite for Windows XP and Windows 2000.

Additional Requirements:

Before occupying this position, you will be required to obtain a specific certification at NCR, as determined by the company's needs or the territory and sectors assigned, as determined by a manager.

The job offers are conditional upon compliance with applicable pre-screening criteria for the job.

Declaration of TEE

NCR's commitment to diversity and equal employment opportunities is integrated into our common values. All qualified candidates will be considered for employment without regard to sex, age, race, color, belief, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other protected characteristic or conduct under the law. NCR is committed to being a global inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance, and encouraged to strive for their full potential. We believe in understanding and respecting the differences between all people. Each individual at NCR has the ongoing responsibility to respect and support a globally diverse environment.

Declaration to Third-Party Agencies

To all recruitment agencies: NCR only accepts CVs from agencies on NCR's preferred supplier list. Please do not submit resumes to our candidate tracking system, NCR employees, or any NCR facility. NCR is not responsible for fees or charges associated with unsolicited CVs.

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