- Location
- Belgrade (K2 Campus) Office, Serbia
- Type
- Full-time
- Department
- IT
- Education
- High School
- Source
- Workday
Description
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. 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 Management
Monitor 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 Interaction
Engage 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 & Verification
Collect 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 & Support
Perform 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 Improvement
Follow 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 needed).
Perform other corresponding duties and tasks in accordance with his qualifications, as directed by the Employer.
Skills & Competencies:
Core Skills
Strong verbal and written communication skills, including language proficiency as required for region.
Ability to multitask and manage high‑volume queues in a fast‑paced environment.
Attention to detail, accuracy, and consistency when reviewing ticket information.
Strong organizational abilities and ability to prioritize under time pressure.
Demonstrable work ethic, integrity, and reliability.
Ability to engage professionally with customers, partners, and internal teams.
Technical Skills
High‑level, non‑technical understanding of NCR Atleos software products.
Familiarity with ticketing systems, triage workflows, and support processes.
Ability to collect logs and guide others on log‑collection steps.
Basic proficiency with email routing, support tools, and monitoring systems.
Adherence to Software Support processes and systems
Qualifications & Experience:
Advanced level of English language: C2 or higher
High School Diploma required or Bachelor’s degree in any field.
0–2 years of related experience in support, service desk, customer interaction, or software environments.
Ability to meet communication requirements for applicable languages.
Offers of employment are conditional upon passage of screening criteria applicable to the job.
Company Benefits:
Private Health Insurance
Employee Referral Bonus Program
Wellbeing Resources
Baby Bonus
Life, Accident & Disability Insurance
Numerous opportunities for internal career pathing and advancement
Discounts for employees at NCR Atleos partners
EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.
By applying to NCR Atleos jobs, you acknowledge that the terms of the NCR Atleos Applicant Privacy Notice (Applicant Privacy Policy | NCR Atleos) will govern the collection and use of your Personal Data. This notice supplements NCR Atleos Privacy Policy, which is available at www.ncratleos.com/privacy
Statement to Third Party Agencies
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.
