Account Support Sr Analyst

Position Summary :

• In this role, you will serve as the single point of contact for customers. You will manage all aspects of NCR Services delivery to the client, providing analysis and actions to improve customer satisfaction, service fidelity, and profitability. A thorough understanding of Services Systems, Operations, Policies, and Customer Contract Specifics is essential. You must quickly identify the next steps in the problem-resolution process using ITIL practices and proactively identify actions for continuous improvements. This role can be a stand-alone position or part of a dedicated Customer Support Services Team.

Key Areas of Responsibility :

Client Governance, Service Delivery :

Metrics to measure :

Software and Hardware support (Bad actors, Chronic Units, Software Bugs and Compliance)

Customer Contract, Profit / Margin Enhancements and Cost Reduction

Entitlement, AR , Billing Accuracy / ETB

SLA Penalties :

Audit and Controls :

Skills Required

Anaplan, Agile, Scrum, Debugging, Solution Design