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Software Support Manager Full-time

at NCR in Georgia (Published at 15-07-2019)

About NCR

NCR Corporation (NYSE: NCR) is a leading software- and services-led enterprise provider in the financial, retail, hospitality, telecom and technology industries. NCR is headquartered in Atlanta, Ga., with 34,000 employees and does business in 180 countries. NCR is a trademark of NCR Corporation in the United States and other countries.

The Software Support Manager will manage day-to-day activities within the Software Support team while keeping leaders informed of potential trends on inbound support incidents, volume spikes and any risks/challenges the team may encounter. He or she will have direct reports and work with team lead to deliver progress meetings and develop frontline team members. This person will effectively communicate with different teams throughout the enterprise to remove roadblocks to customer issues. They will effectively work with clients and assess work to ensure it is handled efficiently. The Manager I can manage daily duties and deliver projects and deliverables to increase effectiveness of department. They are innovative and can run experimentation to improve process.

1. Leads frontline staff in support of financial institution partners. Develops team to enable client delight as measured by tNPS.

2. Mentors / coaches staff on quality of work and can identify and help with skills development to progress team to the next level.

3. Works with and understands product team they are managing. Can remove roadblocks to issues with vendors and hosts.

4. Works with upstream product team on assigned products to remove client pain points.

5. Understands release process and team preparation for all new software releases for product team supported.

6. Can manage and deliver on VOE experience and skilled at career powers management for staff.

7. Performs necessary CRM report management to ensure work completion and minimizes aging and escalated client issues.

8. Ensures audit and compliance on the team?s work.

9. Proactively coordinates client issue resolution meetings between multiple internal organizations or vendors.

10. Creates documentation and process best practices for staff. Could include personnel processes or support technical procedures in reference to troubleshooting, diagnosis, and resolution of issues.

11. Can develop and deliver team and department success metrics via powerpoint and communication such up and down the organization.

12. Manages projects that strategically solve for the clients or departments.

13. Can launch and lead experiments using d4d, innovation and lean methodology concepts.

Three most highly valued skills for this role?

1) Experience leading a technical support and/or Software Support team of 10-12 staff, servicing mid-size banks, credit unions, software or technical organizations.

2) SME understanding of all Digital Insight product lines.

3) Ability to communicate and prove success through measurements and proven statistical methods up and down throughout the enterprise.

4) Ability to deliver client delight and manage critical client issues.

5) Understands innovation and experimentation best practices.


Along with your outstanding drive for accomplishment, the successful incumbent will bring with them:

2-3 years of leadership and management. Possess 3-5 years of understanding of all Digital Insight products and services along with vendor and host relationships. Must possess a technical understanding of software development and associated processes. Must have excellent oral and written communication skills, a strong customer orientation and good organizational skills. Must be able to tell the story of achievement. Individual must be process orientated, self-motivated and somewhat creative. Must work well under pressure Must be able to work independently, yet maintain great relationships with peer team and cross-team members Must be able to multi-task


Bachelor?s degree in related field Help desk or call center experience in a SAAS environment Financial Institution online banking or mobile support

EEO Statement
Integrated into our shared values is NCR?s commitment to diversity. NCR 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. NCR does not discriminate in employment based on sex, age, race, color, creed, religion, national origin, disability, sexual orientation, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.
Statement to Third Party Agencies
To ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.

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