At NCR Voyix, we are driving digital transformation and serving as a trusted strategic partner to our customers worldwide. We are looking for an Account Support Analyst to join our Customer Operations team and play a key role in supporting the successful delivery and execution of services for one of our strategic customer accounts.
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Manage and track service tickets throughout their lifecycle, ensuring timely resolution and customer satisfaction.
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Coordinate resources, suppliers, and internal teams to support service delivery and project execution.
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Monitor ticket progress, escalate issues when necessary, and ensure compliance with agreed Service Level Agreements (SLAs).
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Perform manual ITS ticket closures and manage exception handling processes.
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Support billing activities and maintain accurate customer and operational databases.
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Identify recurring issues, propose service improvements, and contribute to operational excellence initiatives.
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Plan, organize, and coordinate project-related activities and field interventions.
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Prepare, validate, and monitor interventions to ensure successful execution.
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Maintain, update, and distribute operational and customer-facing documentation.
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Act as a key point of contact for customers, providing regular updates on progress, performance, and improvement initiatives.
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Collaborate cross-functionally to ensure efficient service delivery and achievement of business objectives.
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Previous experience in account support, service delivery, project coordination, customer operations, or a related role.
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Strong organizational and multitasking skills with the ability to manage multiple priorities simultaneously.
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Experience working with ticketing systems and service management processes.
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Good understanding of SLA management and customer support operations.
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Proficiency in English, both written and spoken.
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Excellent organizational and planning skills.
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Strong prioritization and escalation management capabilities.
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Outstanding customer communication and stakeholder management skills.
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Ability to perform effectively in a fast-paced, high-pressure environment.
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Results-oriented mindset with a strong focus on service excellence.
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Strategic thinking and problem-solving abilities.
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Proactive approach to identifying opportunities for process and service improvements.
