Account Support Analyst II - Belgrade, Serbia

About NCR AtleosNCR 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: Account Support Analyst (II)Grade: 9Location: Belgrade, SerbiaResponsibilitiesPosition is responsible for providing customer-specific analysis leading to improved service fidelity and customer profitability. Position required to maintain working relationships with all NCR Atleos operations-focused groups, including, but are not limited to, CallOne, the Field Support Centers, Field Operations Management (primarily TMs), the Worldwide Service Logistics organization, the Billing Operations Center and Customer Advocates, 3rd party contractors, Depot Repair centers, and Customer Care CentersPosition must have a thorough understanding of NCR Atleos systems, operations and policies, and customer contract specifics that are used to resolve customer problems; Work with many implementation roles such as Project Managers and Implementation Managers/Coordinators as NCR implements solutions; May be required to coordinate NCR Atleos internal projects for the customerResponsible for evaluating ongoing effectiveness of Parts Plan with the Logistics Analyst & provide updates; Provide information to the Logistics Analyst for account-specific Parts PlansCommunicate specific SLA (Service Level Agreement) requirements to specific locations; Actively assist in SLA commitments including running the SLA monitoring tool daily; Analyze account-specific subcontractor performance and match to SLA requirements for complianceParticipate in installation & MACD planning sessions; Communicate major account specific install base changes to all Services operational groupsAttend vendor and customer meetings when required; Ensure that the customer uses the proper primary escalation contacts/processes within ServicesPerform analysis on all penalties for all NCR service delivery contracts subject to penaltiesRun standard and ad hoc reports; Gather information for the Critical Care Process when neededWork with customer help desks on specialized SLA management activities when normal NCR processes are failing; Meet with customers and account teams and act as Subject Matter Expert on reporting deliverablesImplements and maintains KB sub-components; Creates business rules for applications and writes tutorialsEnsures successful design, development, and deployment of global services processes and related infrastructure; supports portions of or full projects; Tracks, updates, communicates project status, scheduling and documentationAble to quickly determine next steps in problem resolution process, including customer notification, updating, relationship managing, and escalationAdvanced knowledge of Microsoft Office Applications required. Candidate will be proficient in the use of Microsoft Excel including basic functions along with the ability to perform V-Lookup comparisons and build Pivot Tables for processing of customer provided Move, Add, and Change files. Run standard and ad-hoc reports; Gather information for Service Reviews, Operational Dashboards and other reporting requirements including regular file value and revenue required to manage the financial performance of supported accounts. Position required to support of 24/7 On Call on rotation for all region – On Call/Standby outside standard working hours If required, the position Work with customer for T&M PO assignment and approvalSubmits regular SOM requests to manage billing inputs, moves adds changes required for successful life-cycle management of the installed customer base. Position is required to support multiple Customer with a Global EntitlementOther duties, like project work, may be assigned on an ad hoc basisPosition may be required to support other time zonesBasic QualificationsAnalytical and/or technical experience, preferably within NCR Atleos ServicesDemonstrated proficiencies with Microsoft Office Suite softwareKnowledge of QuickBase, NCR Atleos proprietary systems and business process knowledgeExcellent written and verbal communications skillsAbility to work in a fast-paced environment and multi-task, Good time management and organizational skillsAbility to identify and resolve issues with a sense of urgencyDetail orientedAbility to work as part of a team or independentlyWilling to work non-standard business hours as required by customersFluent in English both spoken and in writtenBackground in project work is beneficialKey CompetenciesData Lifecycle ManagementService ManagementTechnology AwarenessFinancial AcumenAmbassadorshipBusiness KnowledgeCustomer Relationship ManagementExcellent communication and people management skillsPreferred SkillsEscalation ResolutionNCR Field OperationsCommitment to Customer ServiceCustomer Service OperationsCustomer RelationsCustomer Service ManagementProject Management skillsOffers of employment are conditional upon passage of screening criteria applicable to the job.Company BenefitsPrivate Health InsuranceEmployee Referral Bonus ProgramWellbeing ResourcesBaby BonusLife, Accident & Disability InsuranceNumerous opportunities for internal career pathing and advancementDiscounts for employees at NCR Atleos partnersEEO StatementNCR 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.Statement to Third Party AgenciesTo 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.