Technical Support Specialist
About NCR AtleosNCR 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.Role Overview: The SW Support Analyst is responsible for triaging incoming software support tickets and ensuring they are accurately routed to the appropriate support teams. This role supports global operations (with potential regional assignment depending on team structure) and serves as the first point of contact for ticket submitters, including customers, partners, and internal colleagues.The analyst manages ticket queues, performs initial ticket evaluation, collects characterization data, provides log‑collection guidance, and ensures tickets are handled within established SLAs. This position requires strong communication skills, attention to detail, and effective multitasking within a high‑volume support environment.This position involves shift work as required to support global timezones, including weekends as and when required.Key Responsibilities:Responsibilities may vary depending on project demands or team needs.Ticket Triage & Queue ManagementMonitor ticket queues with a strong focus on responsiveness, communication, and SLA adherence.Review incoming tickets, validate key characterization details, and route them to the appropriate Support Team.Ensure tickets are updated accurately and promptly to maintain workflow continuity.Monitor shared mailboxes, triage emails, and route inquiries to the correct groups.Provide log‑collection guidance to ticket submitters to support diagnostic accuracy.Customer & Stakeholder InteractionEngage daily (verbally and in writing) with customers, partners, and internal submitters.Ensure professional, clear communication when gathering missing information or clarifying ticket details.Maintain a strong commitment to customer service and timely response expectations.Data Collection & VerificationCollect and verify ticket characterization information to ensure completeness and quality.Conduct initial checks to confirm the accuracy of reported issues before escalation.Support first‑level screening to improve resolution flow for downstream support teams.Systems Monitoring & SupportPerform Genesys ACD monitoring and respond to queue activity as needed.Use internal software support systems, ticketing tools, and triage dashboards according to established processes.Maintain awareness of NCR Atleos software products to ensure proper ticket routing.Process Adherence & Continuous ImprovementFollow all Software Support processes, standards, and triage workflows.Seek opportunities to improve accuracy, routing efficiency, and communication quality.Support internal documentation updates related to triage procedures (as ...