NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38, 000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.
Reason for discussion: Self-Cash Support Consultant Responsibilities and Expectations
- Answer all incoming calls irrespective how many calls you have taken prior.
- Make the required outbound calls for your respective sites.
- SC consultants to provide accurate and transparent comments when completing any self-cash ATM monitoring report. E.G., Note jam Site was advised, ATM offline Site to restart, Cash/Cassettes out Site was adv to load or SMS sent to site. These comments will not be accepted as we require a dedicated contact person at site, a plan of action from the ATM custodian and follow up the next day to ensure the ATM custodian stick to their commitment.
- SC consultants are responsible to engage with ATM custodians for their assigned sites and improve contactability E.G Escalate to ATMP/AMs for assistance, request a site visit if you are unable to reach a specific site or if the ATM has been inactive for 2 days+.
- SC consultants to capture the name of the person they troubleshooted with on their assigned reports/ SM after every intervention, provide accurate troubleshooting steps to ensure the ATM is fully operational and follow up with merchant.
- Ensure all technical callouts logged on Spark manage was captured on the google callout master sheet to prevent delays in technician attendance, track the callouts, e.g., repeat callouts.
- Event handling to be maintained and actioned within the same day, unless event assigned after hours.
- Standby responsible for after hours actioning with regards to emails, WhatsApp & calls E-mails to be actioned within the same day. All comments for all sites worked needs to be updated on BMPS. Reimbursements queries should not take longer than 1 week unless discussed with SC management. Standby person availability from 6am 10pm daily and can only leave the office at 3pm during the week. Steps to follow regarding alerts:
- Provide alert communication in the Technical Task Team Group for approval
- Middleware alerts to be action within 10 minutes.
- Further update within 25 minutes (detail of what is causing issues)
- Further update until resolution within 1 hour (who have we escalated to and what is the ETA for resolution)
- Morning screenshots for Standby should be sent out not later than 6:15am.
- Evening screenshots for Standby should be sent from 9:45pm.
- Shift Times as per contract (however in the interim we will continue as per normal unless required).
- General health system checks & group reports to be sent out thrice per day including Sundays.
- Edge training to be completed within the stipulated timelines given by SC management.
- Follow ups on all SC sites, when receiving a query via email, telephone, WhatsApp. This must be manged and followed up until resolved.
SC team to implement the above-mentioned processes with immediate effect.
Offers of employment are conditional upon passage of screening criteria applicable to the job.
EEO Statement
Integrated into our shared values is NCR's commitment to diversity and 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 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 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.
