- Location
- LA CORUNA, VIRTUAL, Spain
- Workplace
- Remote
- Type
- Full-time
- Department
- Customer Service
- Source
- Workday
Description
Account Support Analyst
Location: A Coruña, Spain
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.
Key Responsibilities
- Manage and track service tickets throughout their lifecycle, ensuring timely resolution and customer satisfaction.
- Coordinate resources, suppliers, and internal teams to support service delivery and project execution.
- Monitor ticket progress, escalate issues when necessary, and ensure compliance with agreed Service Level Agreements (SLAs).
- Perform manual ITS ticket closures and manage exception handling processes.
- Support billing activities and maintain accurate customer and operational databases.
- Identify recurring issues, propose service improvements, and contribute to operational excellence initiatives.
- Plan, organize, and coordinate project-related activities and field interventions.
- Prepare, validate, and monitor interventions to ensure successful execution.
- Maintain, update, and distribute operational and customer-facing documentation.
- Act as a key point of contact for customers, providing regular updates on progress, performance, and improvement initiatives.
- Collaborate cross-functionally to ensure efficient service delivery and achievement of business objectives.
Required Qualifications & Experience
- Previous experience in account support, service delivery, project coordination, customer operations, or a related role.
- Strong organizational and multitasking skills with the ability to manage multiple priorities simultaneously.
- Experience working with ticketing systems and service management processes.
- Good understanding of SLA management and customer support operations.
- Proficiency in English, both written and spoken.
Key Competencies
- Excellent organizational and planning skills.
- Strong prioritization and escalation management capabilities.
- Outstanding customer communication and stakeholder management skills.
- Ability to perform effectively in a fast-paced, high-pressure environment.
- Results-oriented mindset with a strong focus on service excellence.
- Strategic thinking and problem-solving abilities.
- Proactive approach to identifying opportunities for process and service improvements.
Skills
Compliance
