Solution Readiness Tech II

Job description

About NCR VOYIX NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide. Job Profile: Solution Readiness Tech II / Concierge Specialist Bilingual Spanish Speaker US working hours - 4PM-12AM As a Concierge Specialist within Hospitality/Deployments, it’s important to build a relationship with the customer, the customer transition can be overwhelming, they need to know they can trust our team to guide them through the onboarding process, which is end-to-end implementation of our POS Cloud system. To build this relationship and trust, the Concierge Specialist needs to embrace the following: Pragmatic approach to the product Practical product connection Proactive – Self Motivated Agile Problem solver/provide solutions. Understanding how the Point-of-Sale system is critical element for the business to function, and to understand the business needs, this is the key to building a strong relationship with the customer Required Skill: English speaking, fluent in Spanish – The candidate will be required at times to connect with English speaking and Spanish speaking merchants; to ease their onboarding experience, we are looking for a Spanish speaker, who will conduct their client communications which will include all or parts of the following – Welcome introduction, system reviews, training, and hardware install sessions in Spanish – The candidate will be required to communicate, via phone, video, email (text) in Spanish thus have a fluent level of understanding the spoken/written language to interpret the customers’ needs and requirements. Customer Advocate As a Concierge Specialist, the desire and passion to work with customers is key to being successful. Within this team, we are an ongoing advocate for our customers throughout their journey with our product, so not a one-time setup and move onto the next. We are strategically placed as the first hand off from Sales to begin building that trust with the customer, keeping customers expectation going, throughout the duration the customer is utilising our product. We value their business and our service to them, we become their go-to person, answering onboarding and continued service questions, training features, or sourcing a solution. To be a customer advocate a Concierge Specialist needs to embrace the following: Customer focused – understanding the customers’ requirements, providing the best solution for the customer – (this is a priority). Move beyond the reactive into the proactive mode of operation Adopt the agile methodology – work on continuous collaboration and improvement Customer Management As a Concierge Specialist, it’s important to recognise that a specialist can be managing up to 30 accounts at a time, the specialist will work with several types of businesses of which may have different requirements. To be a successful, the Concierge Specialist will need to embrace the following: The ability to connect with external and internal individuals and groups/teams Ambition / Motivation Customer funnel knowledge Shift–tasking Strategic thinking skills Big picture thinking Friendly, personal attitude Research skills As a Service Support Specialist, we own the customers onboarding journey, continuous service in the form of training and database maintenance, troubleshooting issues, sourcing solutions to problems that might arise along the way – We are part of an elite team that, values, respects and understands that each customers success is our success. We have been designed to motivate and empower our customers on how our cloud-base POS product can effectively and efficiently improve their business. General – (not limited to): Follow Service Support Implementation process Follow Concierge practices and solutions outlined within our knowledgebase Frequently communicate with all stakeholders, during project phase (customer, colleagues, managers, and others) Closely collaborate with internal teams (Customer Care, Support, Sales, Operations, and others) Record meeting sessions Responsible for ensuring the customer's entitlement of services; Working online, deliver solutions and when appropriate verify resolution of a customer's issue that have not been escalated; Work directly with the customer to understand the issue and provide a solution or escalate as and when required Working online resolving known issues and communicating process and solution with the customer Provide technical assistance throughout the onboarding process via online, phone, email, chat, video and/or any other path provided within Support/Hospitality/Deployments, Retail, Financial and/or Cloud NCR Voyix supported products, systems, and other related software products. Provide accurate solutions to user issues/queries to maximize product or system availability. Take ownership of service request and customer accounts, from external/internal sources ensure a timely and satisfactory resolution of the query/issue Where required - Use tools to remotely access customer equipment to diagnose and resolve customer issue/query Verify resolution of query/issue, with the customer, recording details within Incident/record tracking system Document, verify and make appropriate corrections to the incident/ record and customer profile; Ensure issue/query, is documented fully; Write knowledge articles based on lessons learned in resolving customer issues Contribute as a team member; Participate in team meetings and activities; Participate in setting objectives, performance management, reward and recognition programs Participate in special projects as assigned to continuously improve processes, tools, systems and organization; Coordinate project start up activities Maintain technical knowledge and expertise associated with multiple applications and hardware/software specific to individual customer's solution Support less experienced colleagues through collaboration, monitoring, direct feedback and knowledge sharing; Follow all mandatory training courses according to provided timelines Perform other corresponding duties and tasks in accordance with qualifications, as directed by employer. Research, resolve, and respond to questions received via telephone calls, emails, letters, and call-backs in a timely manner, in accordance with current standards and set targets; Communicate with customers through various means (oral, written, electronic) to remotely resolve customer query/issue Assist in the resolution of user and support issues over multiple user sites to ensure timely distribution of knowledge and relay positive impact on user satisfaction; Updates work orders and provides status information Reviews incident history to determine recurring faults Following documented online Incident Management Process, position’s primary responsibility is to perform technical troubleshooting of supported point-of-sale devices and other supported equipment (depending on client and team assignment); Scope of level of support will be described in detail in assigned team’s knowledgebase and documentation; Scope of level of support varies from Team to Team Participate in special projects as assigned to continuously improve processes, tools, systems and organization; Coordinate project start up activities. Maintain technical knowledge and expertise associated with multiple applications and hardware specific to individual customer's solution. Qualifications: High School degree At least 1-2 years of experience in performing the same or similar activities Excellent initial level of communication and customer support skills, customer care skills and customer handling skills Excellent functional knowledge of foreign languages required for communicating with customers Excellent technical aptitude and problem-solving skills Ability to multitask, prioritize, organize large number of details and make multiple checks to ensure accuracy Ability to successfully complete and successfully utilize technical training required for successful execution of work duties and responsibilities as defined by the job description Ability to independently manage assigned work items and provide status updates to leads on a daily basis Preferred Qualifications: 2+ years of relevant experience in a related field preferred Excellent oral and written communication skills and a commitment to world class customer service Growth mindset with the desire to work in a collaborative environment to promote and drive superior team performance Ability to work under pressure and adapt Emphasis on attention to detail Excellent understanding of computer functions and the ability to teach and train others Strong verbal and written English communications skills – 2nd language is a plus Ability to communicate effectively over the phone, online as a presenter and in writing Excellent organizational, problem solving and communications skills Ability to work independently and balance multiple priorities One or more years of experience in a customer service industry Work Ethics, behaviour, and attitude compliant consistent with Work Rulebook, NCR Voyix Core Shared Values and Code of Conduct Desired skills: Level 1 IT Support Experience – Working in similar role. Proficiency using MS Office (PowerPoint, Excel and Word) Understanding network system setup VOIP experience Proven organizational skills - Ability to plan/schedule appointments Experience in teaching or light consulting role (previous experience in Point of Sale is a plus) Offers of employment are conditional upon passage of screening criteria applicable to the job EEO Statement Integrated into our shared values is NCR Voyix’s commitment to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix 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. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment. Statement to Third Party Agencies To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes “When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”