Position Summary & Key Areas of Responsibility
The Software Support Engineer is responsible for ensuring that all technical tasks are completed on time and with quality, being the escalation point for the team, primary contact for all associated teams, and manages the day to day activities of the team. This includes: manage difficult issues for the team participating in research and analysis to determine the source of the issue and a recommended plan to avoid it in the future analysis of key customer service, new offerings and implementation issues and subsequent recommendations for modifications to the application, DPV interfaces, or internal procedures that will improve the client experience (end user, FI, and internal customers).
Basic Qualifications 2-3 years management experience Good verbal and written communication skills Computer skills: Exhibits a high level of knowledge in the relevant operating system, and software environment Good hardware and software troubleshooting abilities Ability to multi-task Analytical skills: able to research, analyze and determine an appropriate course of action in a variety of situations, when supported by relevant knowledge base and/or higher tier help desk Organizational skills: Demonstrates initiative, excellent problem-solving skills and the ability to prioritize Solves moderate problems exercising good judgment Modifies communication style to meet customer needs
Preferred Qualifications Consistently implement/supports 2 product lines / modules / products, or a mix of call types (example: platform/system and tax/business calls) with a moderate complexity level (depending on BU) to minimum expectation level High end skills set may enable other development opportunities within organization (examples: training or QA rotation) to support seasonal business model. Fosters an environment that encourages sharing creative insights. Enables constructive debate by modeling it and promoting it on the team. Learns from successes and mistakes and applies the learnings. Deals with problems and does not pass them off to another team. Regularly solicits feedback from peers, staff and managers, and applies the learnings to enhance their own performance and capabilities. Partners with cross teams and has an understanding of the business goals and how it connects across organizational boundaries. Streamlines continuous process improvements and considers the downstream and upstream effects of potential decisions. Identifies trade-offs between short and long term, and balances the needs of NCRs three key stakeholders.Consistently takes a cross-functional perspective. Provide Team Leadership and offer expertise knowledge across teams. Drive issues to completion across teams. Monitoring and reporting of TS Production queues and statistics. (Danie) Review and advise on Customer Support Incidents and trends. Support & enforce Department Procedures/SOPs for the knowledge management methods. Be available and fill in gaps where the team needs it the most. Engages with courage.
Associated topics: assistant, customer support, desk, excel, help desk, support, system support, technical support, technical support specialist, troubleshoot