Account Support Analyst

About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe. NCR Atleos was ranked #12 in Newsweek's prestigious 2025 Top 100 Global Most Loved Workplaces list.

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:

• Position responsible for ensuring contractual obligations with customers are met on a work order and systems basis; Coordinates activities associated with product/service resolution issues
• Required to have maintain working relationships with operations-focused groups, including but not limited to: Field Support Centers, Field Operations Management (primarily TMs), the Worldwide Service Logistics organization, the Billing Operations Center and Customer Advocates, 3rd party contractors, Depot Repair centers, and Customer Care Centers
• Must have a thorough understanding of systems, operations and policies, and customer contract specifics that are used to resolve customer problems; Works with many implementation roles such as Project Managers and Implementation Managers/Coordinators as NCR implements solutions; Required to coordinate WCS internal projects for the customer
• Assist ESM in the following areas: Service Delivery and Service Fidelity, Evaluate ongoing effectiveness of Parts Plan with the Logistics Analyst & provide updates
• Communicate specific SLA (service level agreement) requirements to international locations; Actively assist in SLA commitments including running the SLA monitoring tool daily; Analyze account-specific subcontractor performance and match to SLA requirements for compliance
• Provide information to the Logistics Analyst for account-specific Parts Plans; Update the Account Support Plan as required
• Assist with determining Out-of-Scope services rendered to the customer; Attend vendor and customer meetings when required
• Participate in installation planning sessions
• Provide input to the Customer Specific Service Aid Mini Manual (SAMM)
• Ensure that the customer uses the proper primary escalation contacts within WCS Isolates problems and creates resolution plans; Logs problem resolution/maintains databases
• Prepares standard reports to ensure SLA is represented accurately
• Perform analysis on all penalties for all NCR service delivery contracts subject to penalties
• Run Standard and ad hoc Reports; Gather information for the Critical Care Process when needed; Ensure customer data integrity in D1 for service delivery, billing and customer reporting
• Work with customer help desks on specialized SLA management activities, when normal NCR processes are failing; Maintain customer relations and observe customer process change
• Assist with accounts receivable management; Run queries for margin improvement/incident reduction us
• Fast-paced, team environment working with internal networks and the external customer; Daily job responsibilities may change based on customer need; Maintain and update knowledge/skills through training and development opportunities
• Possible travel required based on account requirements

BASIC QUALIFICATIONS:

• High school Diploma or GED; Bachelor's Degree preferred
• Customer Service/ Account Support experience
• Excellent analytical experience utilizing Microsoft Excel
• Administrative, analytical, and/or technical experience, preferably within WCS Demonstrated proficiencies with Microsoft Office Suite software
• Basic PC/ hardware knowledge and experience

#LI-KV1

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Offers of employment are conditional upon passage of screening criteria applicable to the job.

Company Benefits:

• Private Health Insurance

• Employee Referral Bonus Program

• Wellbeing Resources

• Baby Bonus

• Life, Accident & Disability Insurance

• Numerous opportunities for internal career pathing and advancement

• Discounts for employees at NCR Atleos partners
   

EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

Statement to Third Party Agencies

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