About NCR VOYIX NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities. Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world’s leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers’ technology systems. Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today’s competitive landscape. Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner. Position Summary Account Support Analyst is responsible for serving as a point of contact for client interactions providing customer specific analysis, leading to improved service fidelity and customer profitability, This position is responsible for Customer Escalation Management, Database and Configuration Management, AR/LOAR, Customer Business Reviews, Internal NCR Stakeholder Management and Generating Reports on Customer Performance. Specifically, position maintains working relationships with all client operation and service delivery teams; Position requires a thorough understanding of ACS systems, operations and policies, and customer contract specifics that are used to resolve customer problems; Works cross-functionally to help clients continue to achieve superior operational performance. Key Areas of Responsibility + Assisting and working alongside Customer Services Director, Executive Service Managers and Senior Service Analysts + Reading, understanding and interpreting contractual agreements between NCR and our clients; Ensuring contractual terms and conditions are executed in account lifecycle + Revenue Assurance – ensuring customers are billing correctly and timely, enhancing customer satisfaction with the overall process + Entitlement Accuracy – assuring all items for a customer are properly coded and receiving proper coverage for covered items in lifecycle + Preparing standard and custom reports and ensuring SLA and other metrics are presented accurately; Communicating specific SLA (Service Level Agreement) requirements to specific locations. + Ability to resolve customer issues and/or escalate issues to process or tool owners + Ensuring customer data integrity for service delivery, billing and reporting. + Ability to quickly determine next steps in problem resolution process, involving the necessary internal parties and timely updating the customer on the progress; + Managing client expectations and service requirements. + Attending vendor and customer meetings when required; + Ensure that the customer uses the proper primary escalation contacts/processes within Services + Works with customer help desks on specialized activities when normal NCR processes are failing + Other job-related duties as assigned. Qualifications + Minimum of BA/BS or relevant experience in analytical/customer services role. + Proficient English Level (both verbal and written). + Needs to be available for all US Time Zones to coordinate with Customers and Account team. May need to adjust as account responsibilities dictate. + Excellent communication skillset to interface directly with external customers and internal NCR parties. Analytical and/or technical experience, preferably within NCR Services + General computer skills required; Microsoft Word/Excel proficiency Specific skills & proficiency level + Ability to work in a fast-paced environment and multi-task. Good time management and organizational skills + Ability to identify and resolve issues with a sense of urgency + Knowledge of EDW queries, Oracle systems, CWEB, MACC, Invoice Engine and other applicable systems + Detail oriented + Willing to work non-standard business hours as required by customers + Works well under pressure + Team player – ability to work with colleagues in multiple locations Offers of employment are conditional upon passage of screening criteria applicable to the job EEO Statement Integrated into our shared values is NCR Voyix’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 Voyix 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 Voyix has an ongoing responsibility to respect and support a globally diverse environment. Statement to Third Party Agencies To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes “When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.” Help us run the world's top brands. At NCR Voyix (http://www.ncr.com/) , we specialize in turning routine transactions into meaningful connections. With a rich history (http://www.ncr.com/about/history) of innovation, we've been at the forefront of problem-solving through technology. Operating globally in over 30 countries, we lead in Retail, Restaurant, Digital banking, and Payments. Our solutions optimize banking operations, streamline restaurant services, enhance retail interactions, and foster trust through secure payment systems. We take pride in our strong culture (http://www.ncr.com/about) and a history of providing robust career paths. Come work for a leading technology company where you can grow your career. Join us and be part of revolutionizing transactions across these pivotal industries.