Software Support Analyst

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.
Position Summary & Key Areas of Responsibility
The Software Support (SWS) Analyst 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 hours.
Visit our careers site for a list of the benefits offered in your region in addition to a competitive base salary and strong work/family programs.
EEO Statement
Integrated into our shared values is our commitment to diversity. NCR Atleos is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture and physical ability. Every individual at NCR Atleos has an ongoing responsibility to respect and support a globally diverse environment.
Statement to Third Party Agencies
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.
Offers of employment are conditional upon passage of screening criteria applicable to the job.
EEO Statement
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.
Statement to Third Party Agencies
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.