Account Support Analyst III

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: Account Support Analyst (III)

Location: Belgrade, Serbia

Grade: 10

Position Summary:

Operational Specialist reporting to the Executive Service Manager. The candidate acts in support of the operational customer process. Candidate must have subject matter expertise in NCR Atleos’ (NCRA) business offerings and solutions, systems, and portions of process architecture.

Assumes accountability for overall success of the accurate and timely service relationship, provides input to others in setting the direction for future processes and infrastructure changes; ensures resources required to deliver services are properly engaged via operations, owns and manages any necessary corrective actions plans and ensures business continuity.

Key Areas of Responsibility:

• 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.
• Must demonstrate the ability to parse data from within Excel and/or MS Access and stratify the data based on unique requests.
• Analyze closed call data for reporting and billing.
• Work with customers and vendors for PO assignment and approval.
• Ability to use NCRA internal Web based applications such as QuickBase.
• Fast-paced, team environment working with internal networks and the external customer.
• Daily job responsibilities may change based on customer needs and requirements. Maintain and update knowledge/skills through training and development opportunities.
• Demonstrate ability to work independently and must be self-motivated.
• Complete Parts Plans to Logistics for new products, additions to the customer install base and regular true ups.
• Will be responsible for updating and maintaining manual or Web based database of customer inventory and sending updated files back to the customer.
• Responsible for evaluating ongoing effectiveness of Parts Plan with the Logistics Analyst & provide updates; Provide information to the Logistics Analyst for account-specific Parts Plans.
• Will have and maintain working relationships with all NCRA operations-focused groups, including but not limited to: Field Support Centers, Field Operations Management (primarily TMs), the Worldwide Service Logistics organization, the Billing Operations Center and Customer advocates, 3rd party contractors, and Customer Care Centers. Must have a thorough understanding of NCRA WCS systems, operations and policies.
• Position is responsible for providing customer-specific analysis leading to improved service fidelity and customer profitability
• Participate in services planning sessions; Communicate major account specific install base changes to all Services operational groups. Support all relevant CI/CX goals and objectives for the T&T line of business.
• Attend vendor and customer meetings when required; Ensure that the customer uses the proper primary escalation contacts/processes within Services.
• Run standard and ad-hoc reports; Gather information for Service Reviews, Operational Dashboards and other reporting required to manage the performance of supported accounts.
• Ensures successful design, development, and deployment of global services processes and related infrastructure; Manages portions of a project; Tracks, updates, communicates project status, scheduling and documentation
• Able to quickly determine next steps in problem resolution process, including customer notification, updating, relationship managing, and escalation.
• Able to extract data from existing databases, manipulate existing data, and upload various data to existing databases.
• Communicates specific SLAs (Service Level Agreements) as required by specific locations. Actively participates in meeting SLA obligations through the use of SLA monitoring tools. Analyzes specific subcontractor performance and monitors their compliance with SLA requirements.
• Collaborates with the help desk on specialized SLA management activities in cases where standard NCRA processes do not exist; Meets with clients and account teams and acts as a Subject Matter Expert for reporting on delivered services.
• Performs analysis of all penalties from NCRA service contracts that are subject to penalty payments.
• Participates in installation planning; Communicates specific installation bases to all Services operational groups.
• Able to quickly determine next steps in resolving issues, including client notification, client relationship management and escalations.
• Other duties may be assigned.

Basic Qualifications:

• Bachelor’s Degree or a minimum of 5 years of related experience
• Analytical and/or technical experience, preferably within NCRA Services
• Demonstrated proficiencies with Microsoft Office Suite software
• Knowledge of QuickBase, NCRA proprietary systems and business process knowledge
• Excellent written and verbal communications skills
• Ability to work in a fast-paced environment and multi-task; Good time management and organizational skills
• Ability to identify and resolve issues with a sense of urgency
• Detail oriented
• Ability to work as part of a team or independently
• Willing to work non-standard business hours as required by customers
• Fluent in English both spoken and in written

Key Competencies:

• Data Lifecycle Management
• Service Management
• Technology Awareness
• Financial Acumen
• Ambassadorship
• Business Knowledge
• Customer Relationship Management
• Excellent communication and people management skills

Preferred Skills:

• Escalation Resolution
• Knowledge of NCRA’s Service Management tools and processes
• NCRA Field Operations
• Commitment to Customer Service
• Customer Service Operations
• Customer Relations
• Customer Service Management

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.

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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.