Help Desk Representative, Bilingual (English And French)

NCR Corporation Ontario , CA 91761

Posted 4 months ago

About NCR

NCR Corporation (NYSE: NCR) is a leading software- and services-led enterprise provider in the financial, retail, hospitality, telecom and technology industries. NCR is headquartered in Atlanta, Ga., with 34,000 employees and does business in 180 countries. NCR is a trademark of NCR Corporation in the United States and other countries.

Title: Bilingual Help Desk Representative

Location: Mississauga, Ontario

Grade: 7

Position Summary & Key Areas of Responsibility

  • Position requires the ability to act as single point of contact for NCR Financial customers with Incident Management Services;

  • Accountable for continuously receiving and handling high volumes of customer calls

  • Responsible for service requests from customer and resolution of problems; Generate daily and weekly incident reports; Review incident history to determine recurring faults

  • Monitor ATM networks

  • Determine priority based on problem information and documented guidelines; Provide accurate solutions to user problems

  • Use tools to remotely access customer equipment to diagnose and resolve customer problems

  • Record information into the HDS (Help Desk Solution) system; Document, verify and make appropriate corrections to the incident record and customer profile; Updates work orders and provides status information

  • Escalate customer problems both internally and externally, when required and according to defined escalation paths

  • Acquire and maintain current knowledge of relevant product offerings and support policies

  • Participate in team projects that enhance the quality or efficiency of help desk service

  • Contribute as a team member; participate in objective setting, performance management, reward and recognition programs; Write knowledge articles based on lessons learned in resolving customer issues; participate in special projects as assigned to continuously improve processes, tools, systems and organization

  • Requires rotation in work hours involving weekend, holiday or extended hours

Basic Qualifications

  • High School Diploma

  • Must be bilingual in English and French

  • The candidate will have an aptitude for providing positive customer service and good communication skills (written & spoken)

  • Basic PC/Microsoft Office skills and telephone skills

Preferred Qualifications

  • Associate's Degree

  • Previous experience in a Customer Support and/or Helpdesk environment

  • 1+ years of related experience

  • Self-driven and results oriented. Ability to work under pressure within flexible working hours

  • Communication skills: Ability to effectively communicate with customers while protecting the company's position, ability to gather, organize and present information in a focused and concise manner, ability to listen and foster open communication

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. NCR does not discriminate in employment based on sex, age, race, color, creed, religion, national origin, disability, sexual orientation, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. 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.

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Help Desk Representative, Bilingual (English And French)

NCR Corporation