Software Support Specialist

About NCR Atleos NCR 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. High Level Description The Software Support Specialist has the expertise and skills to progress most tickets independently but may require assistance from more senior specialists. High Level Responsibilities Has reasonable knowledge of the related solutions and the product range that they are responsible for. Can provide initial troubleshooting and support for common issues. Understands the basic functionalities and features of the product. Good log analysis skills. Capable of recreating some issues and environments. Typical Qualification Bachelor’s degree in a computer/science related field – typically software engineering, electronics, information systems, or a related field. Minimum Experience Range 2-4 years of related experience. Skillset Verbal and non-verbal communication skills in English Adherence to Software Support processes and systems. Ticket and Queue Management. Multitasking. Integrity. Demonstrable work ethic. Solution/Product Skills Has basic knowledge across the related LOB product range including all solution(s) currently released and supported. Knowledgeable on assigned solution(s) and can investigate issues but may infrequently require assistance. Has technical knowledge across the related LOB product range including all solution(s) currently released and supported. No assistance required to progress an incident within assigned product solution(s). Understands complex functionalities and features of the product. Can provide detailed troubleshooting and support for complex issues. Basic knowledge of 3rd party products used within customer solutions. Troubleshooting Gathers and analyzes information, formulates and tests hypotheses for complex issues. Identifies, designs, develops, and validates solutions for complex issues. Uses standard troubleshooting tools and techniques. Minimal issue recreation when appropriate, but may require assistance and guidance. Process Adherence Follows established processes and procedures for incident management. Ensures customers are kept updated with the current status of investigations as per SLA guidelines. Suggests process improvements. Knowledge Capture Create knowledge articles. Collaboration Works effectively with team members and other departments to resolve more complex issues. Coordinates with other departments to ensure alignment and effective communication. Provides support and guidance to junior team members during collaborative efforts.