NCR Software Support Consultant in Ontario, Canada

TITLE : Software Support Consultant
LOCATION :/ Waterloo, ON /

POSITION SUMMARY:

Are you looking for a fast paced career with a dynamic global technology company that will lead how the world connects, interacts, and transacts with business? NCR is the leader in self-service solutions, serving businesses in the retail, hospitality, financial, travel, healthcare, entertainment and gaming industries. We help our clients around the world improve their customer interactions, implement change quickly and proactively, and transform their businesses to become leaders in their respective industries. NCR is a global leader in technology solutions for the financial industry and has been the number one supplier of ATMs worldwide for over 22 consecutive years. Our solutions improve operational efficiency and productivity, increase customer loyalty and deliver growth through new product sales across multiple channels. Be part of the self-service revolution. Join the leader in bringing innovation to the consumer self-service experience

The PS - Software Support Consultant works in a complex technical environment, resolving and providing solutions to customer problems. They identify, design and develop solutions for product and system problems. They communicate with internal and external organizations to resolve problems whilst maintaining full ownership.

Key Areas of Responsibility:

  • Offer input and gain knowledge as a subject matter expert on products, systems, and services
  • Knowledgeable across the related LOB product range including all solution(s) currently released and supported with specific knowledge on NCR’s TransAction Manager Product Suite, but may require assistance to progress an incident outside assigned product solution(s)
  • Knowledgeable on assigned product solution(s) with specific knowledge on NCR’s Transaction Manager Product Suite including releases 4.X, 5.X and Accelerator, XPAY , TG and can investigate issues and very infrequently require assistance
  • Very knowledgeable on specific areas of solution(s) to SME level on NCR’s Transaction Manger Product Suite including releases 4.X, 5.X and APP1 and can assist others with investigations
  • Basic knowledge on 3rd party products used within customer solutions
  • Mentoring and assisting support peers in product and systems technical details, management of issues and all aspects of the respective role
  • Design corrective action(s) to resolve product or system problems with no known solutions.
  • Gather and analyze information, formulate and test hypothesis
  • Identify, design, develop and validate solution
  • Ability to research problems with no known solutions and design solutions for identified problems
  • Collaborate and communicate with technical suppliers including other Software Support Engineers, Third Party Suppliers, Product Development Engineers, Solutions Managers, Professional Services and Technical Support Specialists as appropriate; whilst maintaining ownership of the incident
  • Ability to manage multiple issues of differing stages of investigation and priority without assistance.
  • Work with product developers to assess and create product alterations and contribute to long term solutions
  • Actively participate in making the team a success by achieving the team objectives
  • Knowledge metrics and knowledge code compliance as per department objectives
  • Proper usage of incident tracking tool (as per incident working guidelines)
  • Work all incidents diligently to ensure customer satisfaction survey targets are achieved
  • Enhance customer service by dealing with all incidents professionally and adhering to SOFTWARE SUPPORT SLA
  • Ensure customers are kept updated with current status of investigation as per SLA guidelines
  • Customer escalation management with some assistance (Incidents identified as escalated by SOFTWARE SUPPORT Manager)
  • Including key position of driving and communicating a status of incident to all relevant parties including senior management as required.
  • Enhance organization dynamics by building and maintaining internal and external relationships
  • Record and communicate solution creation information in a timely manner
  • Populate the knowledge base with product and in-depth technical information
  • Act as a Knowledge Domain Owner (KDO) representing respective team or organization in regards to center level knowledge sharing requirements
  • Provide feedback to appropriate audiences to adjust the quality of Knowledge Articles
  • Enhance individual performance and career development by focusing on technical areas and personal skills outside current areas of expertise
  • Proactively search for trends in product quality and system issues and initiate corrective action

    YOU HAVE:

  • Bachelors or Master’s Degree in a discipline related to the product technology - usually electrical, mechanical, computer engineering, or computer science

  • Minimum of 7 years software related job experience (support/development)
  • Excellent communication skills (verbally and written)

  • Must be willing to be available for 24x7 on call coverage on a rotating basis.

  • Must be able to work flexible working hours (8AM-7PM)
  • Must have a willingness to travel at short notice as required
    PEOPLE SAY YOU HAVE THE ABILITY TO:

  • Multi-task

  • Act with urgency
  • Make decisions
  • Solve problem
  • Contribute positively to a team
  • Work effectively in a team environment composed of peers and cross-functional members
  • Be proactive and positive attitude
  • Prioritize in a fast-paced environment
  • Have attention to detail
  • Be focused and self-motivated
  • Have a strong desire for quality
  • Tackle new challenges
  • Analytical Skills

    ABOUT NCR CORPORATION:

    NCR Corporation (NYSE: NCR) is a global tech company that changes how people everywhere bank, shop, eat, and travel. Our software, hardware, and services enable over a half billion transactions daily. Headquartered in Atlanta, we are leading how the world connects, interacts, and transacts with business. ncr.com

    EEO STATEMENT:

    Integrated into our shared values is NCR's commitment to diversity. NCR 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 has an ongoing responsibility to respect and support a globally diverse environment .

    STATEMENT TO THIRD PARTY AGENCIES:

    To ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any * fees or * charges associated * with * unsolicited resumes.

Job Engineering Support

Title: Software Support Consultant

Location: Canada

Other Locations: North America-Canada-Ontario-Waterloo

Requisition ID: 0050536_P0061867