Technical Support Specialist

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.

Title: Technical Support Specialist
Location: Belgrade, Serbia 
Grade: 9

Technical Support Specialist is responsible for monitoring, logging, and escalating incidents for US Financial Customers. Working with other internal teams to resolve a variety of day-to-day problems to meet customer demands. High attention and common sense must be used in every part of our job to resolve problems in most efficient ways. Communicating with both customers and our third-party vendors in the field to make sure problems are resolved and cash loaded into ATMs per schedule to assure Customer satisfaction. 
Position requires the ability to act as single point of contact for NCR customers with CIT Management Services and act as a mediator between Customers and CIT Vendor: To be accountable for continuously receiving and handling customer e-mails, calls and attend meetings on daily/weekly/monthly basis to present performance metrics and discuss improvement plans. 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 meetings and projects that enhance the quality or efficiency of service. Contribute as a team member; participate in objective setting, performance management, recognition programs; Write knowledge articles based on lessons learned in resolving customer issues; participate in special projects as assigned to continuously improve processes and tools. 

Requires rotation in work hours including weekends (Saturday, nightshifts, holiday) as monitoring service for US customers is being provided from 7am-9pm EST in 8hr shifts. 
 
Key responsibilities: 

•    Comprehensive Cash and Vendor Management for Financial customers with CIT Management Services. 

•    Incident identification, logging, categorization, prioritization, Escalation, as necessary, Incident resolution and Incident closure. 

•    Communication with the user community throughout the life of the incident 

•    Occasionally providing support to customers or vendors or providing relevant information over the phone in accordance with internal procedure. 

•    Coordinate CIT meets on a daily, weekly, and monthly basis. 

•    Prepare reporting on Cash Service Issues on a weekly/monthly basis. 

•    Monitor reported issues for timely resolution. 

•    Responsible for providing support for resolution or escalation of CIT related problems or requests initiated by NCR customers, document information into the Incident tracking system (SNOW). 

•    Monitor cash replenishment schedules and delivery of cash, service quality, placing emergency cash orders when necessary, tracking and monitoring service until completion to ensure service is being performed as per the contract in effect (service compliance). 

•    Work with internal teams to troubleshoot, identify, and resolve ongoing outstanding issues. 

•    Attend and host customer business review meetings on weekly/bi-weekly/monthly basis. 

•    Additional duties and responsibilities as assigned. 

Basic Qualifications: 

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. 

•    Fluency in English 

•    Responsible with good work ethics able to multitask and work in a fast-paced environment. 

•    Customer service experience. 

•    Proficient with MS Office Suite, intermediate to advanced Excel. 

•    Experience in ATM operations, bank operations, retail banking or other banking capacity is preferred but not mandatory. 

•    A team player with a "can do" attitude. 

•    Good listening and high grasping skills. 

•    Good coordination and prioritization skills. 

•    Excellent initiative, problem-solving and organizational skills, "out-of-the-box thinker". 

•    Process Improvement and automation driven 
 

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.