Job 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.

Title: Customer Support Analyst (III)
Grade: 10
Location: Belgrade, Serbia (hybrid)

Responsibilities include:

Key Areas of Responsibility Provide customers support and ensure success with the NCR Atleos services and solutions. Requires ability to continually enhance enduring relationships with key customer executives and operational staff, while working to achieve a thorough understanding of their current and future business requirements. Promote customer confidence with NCR Atleos products and solutions. Drive continuous improvement, providing customer-specific analysis achieving customer satisfaction, service fidelity and customer profitability.

General Duties and Responsibilities:

• Position requires a thorough understanding of systems, operations and policies, and customer contract specifics that are used to resolve customer problems • •
• Documenting steps taken to reach resolution in order to develop process excellence and automation
• Prepared and attend vendor and customer meetings when required • Isolates problems and creates and executes resolution plans
• Maintain and update knowledge/skills through training and development opportunities
• Coordinates activities associated with product and service issue resolution

Drive and Own Resolution

• Conduct and own proactive regularly scheduled operational calls •
• Own items through satisfactory resolution for the customers •
• Drive processes while understanding cross-functional team goals • Possess working knowledge of product offering •
• Manage roadblocks to achieve customer goals.

Manage Cross-Functional Teams

• Facilitate and own regularly scheduled meetings with customer and internal teams; maintain issues list and current status through common tool •
• Maintain working relationships with all operations-focused groups, including but not limited to: Field Support Centers, Field Operations Management, Worldwide Service Logistics organization, Billing Operations Center and Customer Advocates, 3rd party contractors, Managed Services Internal Teams, SW Support Groups and Customer Care Centers • •
• Manage customer operational needs in relationship allowing Account Executive to focus on Strategy, Sales and Retention

Basic Qualifications

• 4 - 7 years of experience in a customer-facing role (sales, customer success, account management, field services, etc) •
• Demonstrated proficiencies with Microsoft Office Suite software with strong Excel/PowerPoint/Teams • Ability to work in a fast-paced environment with excellent time management and multi-tasking abilities •
• Ability to identify and resolve issues with a sense of urgency •
• Willing to work non-standard business hours as required by customers • Team player – ability to work with colleagues •
• Customer facing communication acumen

Preferred Qualifications: •
• Tools: Smartsheets, Salesforce, ServiceNow, Remedy, Workday and SharePoint • Experience in SaaS, Digital Banking, ATM, ITM or Financial Services industry

Work Conditions •
• Must work in office at least 3 days per week
• Must be willing to work in the customer time zones which vary from the east coast to west coast time zones in North America.

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.