Account Support Administrator

Join to apply for the Account Support Administrator role at NCR Atleos.

About 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.

Position Summary & Key Areas Of Responsibility

• Client Governance - Top priority is customer satisfaction. Establish an aligned governance model with your client(s). Cadence drives service performance, engagement and ongoing improvements. Daily interactions, delivering services contract terms during the lifecycle of the agreement.
• Governance Model
  • Frequency: Daily/Wkly/Mthly/ Qtrly
  • Content:
  • • HDW/SW/MS/Projects
    • Performance Metrics
    • Bad Actors/Outliers
    • Market Performance
    • Entitlement/Billing
    • Change Mgmt
• Service Performance Delivery of KPIs
  • Ensure data integrity within the NCR systems
  • Performs reporting and prioritizes, maintains working relationships with client and internal organizations
  • SLA performance results
  • Outlier Mgmt – aged Workorder
  • Client KPIs
  • Field Retrofit Order (FRO)
• Entitlement – Entitlement is what a customer is entitled to under their service contract. Accurate and timely asset entitlement is paramount.
  • Endpoints registration
  • Proper coverage in delivery system
  • Time & Material billing/disputes
• Bad Actor & Chronic Units - Hardware that repeatedly fails to meet standards of quality and performance.
  • Revisit identification/improvements
  • Retrips isolation working with Field
  • Excessive failure rates of units
• Dispatch Avoidance - Eliminate dispatches through remote resolve, CIT, First Time Fix dispatch business rule tuning improvements.
  • Actions to eliminate workorders
  • Dispatch rule changes
  • CIT avoidance workorders
• Customer Engineer Support - Provide general and/or account specific support to the customer engineer.
  • Environmental (electrical, CIT)
  • HDW/SW
  • Site prep/clearance
  • Site access, safety issue
  • Account procedures
• Customer Profit & Loss - NCR internal customer profit & loss management of account profitability.
  • Steward of the CP&L plan
  • Cost containment/improvements
• AR Invoices - Accounts receivable are legal claims for payment collected within contract terms.
  • Billing disputes
  • Concession approvals
• SLA Penalties - Penalties assessed if SLA is breached.
  • Penalty reconciliation
  • Penalty avoidance
• Parts & Logistics - Spare Parts Logistics consists of national, local or customer engineer trunk stock required to support the field. Understand the process and be proactive in ensuring parts are in the right place, right time working with Logistics.
  • Parts Availability
  • Parts Quality
  • Assumption of Service
• Quality Issues - Understand and be fully engaged. Assist with identifying and reporting quality issues. Work with responsible owners to ensure resolution.
  • Hardware
  • Software
  • Parts

• Technical/Vocational certification or High School diploma or, 3-5 years of related experience
• Detail oriented, analytical and/or technical experience, preferably within NCR Services
• Demonstrated proficiencies with Microsoft Office Suite software, excellent in Microsoft Excel
• Excellent written and verbal communications skills
• Ability to work in a fast-paced environment, multi-task, time management and organizational skills
• Ability to identify and resolve issues with a sense of urgency
• Ability to work as part of a team or independently
• Willing to work non-standard business hours as required by customers

• Experience in the various NCR Lines of Businesses
• Experience of working in a managed services or outsourcing environment

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

NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.