The Software Support (SWS) SME 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 SME needs domain and technical knowledge, needs to be customer oriented and ready to provide quick but quality solution to satisfy customer needs.
Responsibilities
- Decisive individual with capability to work with minimal management guidance.
- 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
- Knowledgeable on 3rd party products used within customer solutions
- Prepare and deliver training on products and systems, as appropriate
- Prepare various technical documents on technologies, customer environments, products and systems
- Actively participate in making the team a success by achieving team objectives
- Adherence to NCR Atleos Software Support SLA Guidelines
- Proper usage of incident tracking tool (as per incident working guidelines)
- Work all incidents diligently to ensure customer satisfaction targets are achieved
- Identify potential customer escalations and keep management informed
- Assist team members with management of high priority incidents/ critical sites
- Early adoption of new technologies
- Identify training required for team to ensure NCR Atleos Software Support are ready to support new products
- Work with LT on targeted special projects
- Identify ideas, tools, processes and sharing of information to assist in the ongoing improvement and efficiency of NCR Atleos Software Support
- Is an initial escalation point for all team members for resolution of internal or external technical issues of any nature.
- Participates in recruitment cycles as required. The functions include: -
- Performing interviews
- Provide input for selection of successful candidates
- Delight customers by providing world class technical support. Be firm but courteous and polite when dealing with customers always.
- Enhance customer service by dealing with all incidents professionally.
- Investigate issues (independently) reported by the customer and Identify product documentation issues, code issues, configuration issues etc.
- Reproduce customer issues and test fixes within NCR Atleos lab.
- Debug code to isolate issues.
- Subject matter expert on one or more areas of the product or multiple products.
- If required, be the local team lead and represent Support Management
- Run the day-to-day business.
- Ensure progress is being made on open incidents by all team members.
- Represent the team on customer calls to discuss issue updates.
- Generate reports from tools and present incident metrics to management.
- Help the team keep control over incident backlog.
- Be a mentor to other team members/subordinates.
- Help them learn support tools.
- Ensure they are following the right process.
- Guide them in their investigation.
- Review the solutions they provide.
- Conduct training sessions.
- Handover of customers from project to support team.
- Lead and guide sessions conducted by project team to handover customers.
- Review documents and checklists provided during the handover.
- Provide final approval that the handover is complete.
- Keep all the handover artefacts updated on Confluence.
- Collaborate with other departments like Engineering, Professional Services, Sales etc. to get issues fixed and delivered to customers in a timely manner (within SLA).
- Follow NCR Atleos 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 Atleos bug tracking tool until closure.
- Capture analysis/research to use 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 Atleos lab.
- Meet customer SLAs as documented in their respective contracts.
- Provide 24 X 7 customer support via resource rotation.
- Keep team calendar updated (rotation, vacation, holidays calendar etc.).
- Mandatory compliance to NCR Atleos 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 (including corrective/preventive actions).
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.
- Minimum of 9 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 and leadership 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.
