Cust Relationship Analyst

hace 2 semanas

Lima, Perú NCR A tiempo completo

About NCR

NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

TITLE: Account Support Analyst

LOCATION:
GRADE: 9-11

In this role, One NCR is about giving customers one NCR point of contact from the time they report an incident until it's resolved, managing all aspects of NCR Services delivery to the client. Providing analysis and actions leading to improved customer satisfaction, improved service fidelity and profitability. You must have a thorough understanding of Services Systems, Operations, Policies, and Customer Contract Specifics that are used to resolve customer situations. Must be able to quickly identify next steps in the problem resolution process leveraging ITIL practices. Actively assess the customers environment and proactively identify actions for continuous improvements. Account Support roles can be a stand-alone role or part of a dedicated Customer Support Services Team:
& KEY AREAS OF RESPONSIBILITY:

- Client Governance - Top priority is customer satisfaction. Establish an aligned governance model with your client(s). Cadence drives service performance, engagement and ongoing improvements. Daily interactions, delivering services contract terms during the lifecycle of the agreement.
- Governance Model
- Frequency: Daily/Wkly/Mthly/Qtrly
- Content:

- HDW/SW/MS/Projects
- Performance Metrics
- Bad Actors/Outliers
- Market Performance
- Entitlement/Billing
- Change Mgmt
- MyNCR Portal - MyNCR is NCR’s customer portal that gives customers access to create workorders. Client training to ensure they can create, escalate and update workorders and view invoices.
- Customer set up & Training
- Profiles and passwords
- Workorder ESC/Monitoring
- Connection issues
- Service Performance Delivery of KPIs - Ensure data integrity within the NCR systems. Performs reporting and prioritizes, maintains working relationships with client and internal organizations.
- SLA performance results
- Outlier Mgmt - aged Workorder
- Client KPIs
- Field Retrofit Order (FRO)
- Entitlement - Entitlement is what a customer is entitled to under their service contract. Accurate and timely asset entitlement is paramount.
- Endpoints registration
- Proper coverage in delivery system
- Time & Material billing/disputes
- Bad Actor & Chronic Units - Hardware that repeatedly fails to meet standards of quality and performance.
- Revisit identification/improvements
- Retrips isolation working with Field
- Excessive failure rates of units
- Dispatch Avoidance - Eliminate dispatches through remote resolve, CIT, First Time Fix dispatch business rule tuning improvements.
- Actions to eliminate workorders
- Dispatch rule changes
- CIT avoidance workorders
- Customer Engineer Support - Provide general and or account specific support to the customer engineer.
- Environmental (electrical, CIT)
- HDW/SW
- Site prep/clearance
- Site access, safety issue
- Account procedures
- AR Invoices - Accounts receivable are legal claims for payment collected within contract terms.
- Billing disputes
- Concession approvals
- SLA Penalties - Penalties assessed if SLA is breached.
- Penalty reconciliation
- Penalty avoidance
- Call Pack - Prepaid purchase of qty. of FLM calls per month, defined as service actions necessary to clear jams without the use of a tool and in 30 minutes or less.
- Monthly workorder mitigation
- Over/under reporting
- Right size call pack (WO usage)
- Parts & Logistics - Spare Parts Logistics consists of national, local or customer engineer trunk stock required to support the field. Understand the process and be proactive in ensuring parts are in the right place, right time working with Logistics.
- Parts Availability
- Parts Quality
- Assumption of Service

QUALIFICATIONS AND EDUCATION REQUIREMENTS
- Technical/Vocational certification or High School diploma or, 0-1 years of related experience
- Detailed oriented, analytical and/or technical experience, preferably within NCR Services
- Demonstrated proficiencies with Microsoft Office Suite software, excellent in Microsoft Excel
- Excellent written and verbal communications skills
- Ability to work in a fast-paced environment. multi-task, time management and organizational skills
- Ability to identify and resolve issues with a sense of urgency
- Ability to work as part of a team or independently
- Willing to work non-standard business hours as required by customers

PREFERRED SKILLS
- Experience in the various NCR Lines of Businesses
- Experience of working in a managed services or outsourcing environment

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement

Integrated into our shared values is NCR's commitment to diversity and equal employment opportunity. All qualified ap

  • Cust Relationship Analyst

    hace 3 semanas

    Lima, Perú NCR Atleos A tiempo completo

    About NCR NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries. Titulo: Customer Relationship...

  • Cust Relationship Analyst

    hace 2 semanas

    Lima, Perú NCR Atleos A tiempo completo

    About NCRNCR Corporation (NYSE:NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.Titulo: Customer Relationship AnalystLocalidad:...

  • Cust Relationship Supv

    hace 3 semanas

    Lima, Perú NCR A tiempo completo

    About NCR NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries. TITLE: Account Support Analyst LOCATION: Peru...

  • Customer Relationship Analyst

    hace 2 semanas

    Lima, Perú NCR A tiempo completo

    About NCR NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries. Titulo:Customer Relationship...

  • Customer Relationship Analyst

    hace 2 semanas

    Lima, Perú NCR A tiempo completo

    About NCRNCR Corporation (NYSE:NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.Titulo:Customer Relationship AnalystLocalidad: Lima...

  • Senior Zoho Functional

    hace 4 días

    Lima, Perú InterConnecta A tiempo completo

    **Job description** **Senior Zoho Functional Analyst (Remote Position - Peru)** **Important Language Requirement**:Fluency in English and Spanish must be noted in your resume. All interviews and daily communications with team members and customers will be conducted in English. **Company Overview**:InterConnecta, a Zoho Premium Partner, specializes in...

  • Operations Analyst

    hace 3 semanas

    Lima, Perú Noventiq A tiempo completo

    **Noventiq is hiring!** Noventiq (the brand name of Cyprus-registered Softline Holding plc) is a leading global solutions and services provider in digital transformation and cybersecurity, headquartered and listed in London. The company enables, facilitates and accelerates digital transformation for its customers’ businesses, connecting 75,000+...

  • Insurance Analyst

    hace 3 semanas

    Lima, Perú GM Financial A tiempo completo

    Why GMF?: GM Financial International Operations conducts business in Latin America and China. International Operations offers a wide range of wholesale and retail automotive financing products to dealers and their customers. The strength of the international business lies in its ability to tailor its products to meet unique dealer needs, consumer preferences...

  • Client Relationship Management

    hace 3 semanas

    Lima, Perú Marsh A tiempo completo

    **¿Qué tenemos para ti?** Una empresa Multinacional con una marca sólida, comprometida con el bienestar integral de nuestros colaboradores, en un entorno de flexibilidad respecto a los horarios, las vacaciones y oportunidades de crecimiento locales y globales. Ingresar a un equipo de trabajo en proceso de incorporación de tecnologías de innovación y...

  • Insurance Analyst

    hace 2 semanas

    Lima, Perú GM Financial A tiempo completo

    Why GMF?:GM Financial International Operations conducts business in Latin America and China. International Operations offers a wide range of wholesale and retail automotive financing products to dealers and their customers. The strength of the international business lies in its ability to tailor its products to meet unique dealer needs, consumer preferences...

  • Senior Analyst, Business Development

    hace 3 meses

    Lima, Perú Mastercard A tiempo completo

    Our Purpose We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our...

  • Client Relationship Management

    hace 4 semanas

    Lima, Perú Marsh A tiempo completo

    . **¿Qué tenemos para ti?** Una empresa Multinacional con una marca sólida, comprometida con el bienestar integral de nuestros colaboradores, en un entorno de flexibilidad respecto a los horarios, las vacaciones y oportunidades de crecimiento locales y globales. Ingresar a un equipo de trabajo en proceso de incorporación de tecnologías de innovación...

  • Commercial Analyst

    hace 3 semanas

    Lima, Perú Rappi A tiempo completo

    ¡Oye, es hora de que te unas a nosotros para mostrarle al mundo que somos la empresa que está cambiando paradigmas, donde revolucionamos las horas, los minutos y los segundos! ¿Quieres saber por qué Rappi? - ️ VEMOS OPORTUNIDADES donde otros ven problemas; - ️ VEMOS CERCANIA donde otros ven distancia; - ️ VEMOS ADRENALINA donde otros ven...

  • Commercial Analyst

    hace 4 semanas

    Lima, Perú Rappi A tiempo completo

    ¡Oye, es hora de que te unas a nosotros para mostrarle al mundo que somos la empresa que está cambiando paradigmas, donde revolucionamos las horas, los minutos y los segundos! ¿Quieres saber por qué Rappi? - ️ VEMOS OPORTUNIDADES donde otros ven problemas; - ️ VEMOS CERCANIA donde otros ven distancia; - ️ VEMOS ADRENALINA donde otros ven...

  • Finance Sr Analyst

    hace 3 semanas

    Lima, Perú PepsiCo A tiempo completo

    **Responsibilities**: **Are you looking for a challenging opportunity in an organization with a dynamic, innovative and diverse environment? if so, your future is at PepsiCo.** As a world class company, we seek excellence in everything we do from the launch of a new product to its execution at the point of sale. Therefore, we need talented and innovative...

  • Business Analyst Senior

    hace 2 semanas

    Lima, Perú FIS Global A tiempo completo

    Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Business Administration Travel Percentage : 15 - 25%As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse....

  • Business Analyst Senior

    hace 4 semanas

    Lima, Perú FIS Global A tiempo completo

    Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Business Administration Travel Percentage : 15 - 25%As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse....

  • Aftersales Product Marketing Analyst

    hace 2 semanas

    Lima, Perú General Motors A tiempo completo

    At General Motors we pride ourselves on designing, building and selling the world's best vehicles. We are seeking a new generation of visionaries to help launch bold engineering and business initiatives, and shape new directions for General Motors.CCA's Service Operations (Customer Care and Aftersales) is the organization responsible for supporting GM's...

  • Commercial Analyst-1

    hace 2 meses

    Lima, Perú Rappi A tiempo completo

    ¡Oye, es hora de que te unas a nosotros para mostrarle al mundo que somos la empresa que está cambiando paradigmas, donde revolucionamos las horas, los minutos y los segundos! ¿Quieres saber por qué Rappi? - ️ VEMOS OPORTUNIDADES donde otros ven problemas; - ️ VEMOS CERCANIA donde otros ven distancia; - ️ VEMOS ADRENALINA donde otros ven...

  • Relationship Model Analyst Business Execution I

    hace 4 semanas

    Lima, Perú BBVA A tiempo completo

    **Area**: **CLIENT SOLUTIONS** **Deadline for applying**: **2/29/2024** **Company**: **081** **What are we looking for?** About you Insert the profile description here Your experience Insert the profile requirements here **Overview** Overview Insert here the description of the area About the job Insert here the description of the...