Software Support Analyst II

About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

TITLE: SW Support Analyst II GRADE: 9

About NCR Atleos Corporation (NYSE: NATL) Since 1884, NCR Atleos has been at the forefront of the transactions that run the world around us. From local credit unions to the most sophisticated banks and retailers on the planet, NCR Atleos powers the technology that makes your everyday easier. We offer all the services, software and hardware solutions needed for a comprehensive self-service channel. Our people are at the heart of the technology we deliver. Collaborating with diverse teams across continents, you'll have the opportunity to innovate to impact change and create exceptional experiences for our customers and our customers' customers. We do business in more than 140 countries.

Position Summary & Key Areas of Responsibility

The Software Support (SWS) Analyst II works in partnership with clients, identifying product bugs, advising them how to use product technology and changing configuration setup to meet their business objectives or overcome problems. SWS Engineer needs technical knowledge, needs to be customer oriented and ready to provide quick but quality solutions to satisfy customer needs.

RESPONSIBILITIES

• Delight customers by providing world class technical support.
• Be firm but courteous and polite while dealing with customers always.
• Enhance customer service by dealing with all incidents professionally.
• Investigate issues (independently or with little help) reported by the customer and Identify product documentation issues, code issues, configuration issues etc.
• Reproduce customer issues and test fixes within NCR lab.
• Debug code to isolate issues.
• Collaborate with other departments like Engineering, Professional Services, Sales etc. to get the issue fixed and delivered to the customer in a timely manner (within SLA).
• Follow NCR incident management process to track issues until closure.
• Own all the customer issues until closure.
• Provide proactive updates to customers and other stakeholders until issue closure.
• Perform proactive follow-up where necessary until issue closure.
• Keep incident lifecycle and status updated via the NCR bug tracking tool until closure.
• Capture analysis and research so that it can be used as a knowledge article by other team members.
• Manage multiple issues of differing stages of investigation and priority by understanding business impact and sense of urgency required.
• Perform root cause analysis and document corrective and preventive actions.
• Maintain customer environment within NCR lab.
• Meet customer SLAs as documented in their respective contracts.
• Escalate issues to management in case of roadblocks in resolution.
• Provide 24 X 7 customer support via resource rotation.
• Mandatory compliance to NCR's Code of Conduct & Shared Values.

TECHNICAL QUALIFICATIONS

• Understanding of payments transaction processing like authorization, ATM & POS terminal driving and switching.
• Knowledge of ISO 8583 and XML.
• Knowledge of relational databases and SQL Code debugging using Java technologies and relational databases.
• Customer support experience.
• Knowledge of Webservice SOAP / REST.
• Knowledge of Linux OS & basic commands.
• A broad understanding of technology - both infrastructure and application.
• Ability to create root cause analysis documents (corrective and preventive actions).
• Exposure to log analysis and management tools on cloud e.g., Dynatrace would be a plus.

BASIC QUALIFICATIONS

• Bachelor of Science or Master of Science degree in a discipline related to the product technology - usually electrical, mechanical, computer engineering, or computer science.
• 1 to 2 years software related job experience (support/development).

ADDITIONAL QUALIFICATIONS

• Good communication skills both written and verbal.
• Ability to work effectively in a team environment.
• Proactive and positive attitude.
• Decision making.
• Problem solving.
• Interpersonal skills.
• Attention to detail.
• Ability to be focused and a self-starter.
• Have a strong desire for quality.
• Ability to multi-task.
• Tact & diplomacy.
• Excited by the challenge of the unknown.
• Analytical Skills.
• Ability to work flexible working h