SoftwareSupportAnalyst

**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. **Position Summary & Key Areas of Responsibility** The Software Support (SWS) Analyst works in partnership with clients, identifying product bugs, advising them how to use product technology and changing configuration setup to meet their business objectives or overcome problems. SWS Engineer needs technical knowledge, needs to be customer oriented and ready to provide quick but quality solutions to satisfy customer needs. **RESPONSIBILITIES** : * Delight customers by providing world class technical support. Be firm but courteous and polite while dealing with customers always. * Enhance customer service by dealing with all incidents professionally. * Investigate issues (independently or with little help) reported by the customer and Identify product documentation issues, code issues, configuration issues etc. * Reproduce customer issues and test fixes within NCR lab. * Debug code to isolate issues. * Collaborate with other departments like Engineering, Professional Services, Sales etc. to get the issue fixed and delivered to the customer in a timely manner (within SLA). * Follow NCR incident management process to track issues until closure. * Own all the customer issues until closure. * Provide proactive updates to customers and other stakeholders until issue closure. * Perform proactive follow-up where necessary until issue closure. * Keep incident lifecycle and status updated via the NCR bug tracking tool until closure. * Capture analysis and research so that it can be used as a knowledge article by other team members. * Manage multiple issues of differing stages of investigation and priority by understanding business impact and sense of urgency required. * Perform root cause analysis an