About The Role

At NCR Voyix , we are driving digital transformation and serving as a trusted strategic partner to our customers worldwide. We are looking for an Account Support Analyst to join our Customer Operations team and play a key role in supporting the successful delivery and execution of services for one of our strategic customer accounts.

Key Responsibilities

Manage and track service tickets throughout their lifecycle, ensuring timely resolution and customer satisfaction.
Coordinate resources, suppliers, and internal teams to support service delivery and project execution.
Monitor ticket progress, escalate issues when necessary, and ensure compliance with agreed Service Level Agreements (SLAs).
Perform manual ITS ticket closures and manage exception handling processes.
Support billing activities and maintain accurate customer and operational databases.
Identify recurring issues, propose service improvements, and contribute to operational excellence initiatives.
Plan, organize, and coordinate project-related activities and field interventions.
Prepare, validate, and monitor interventions to ensure successful execution.
Maintain, update, and distribute operational and customer-facing documentation.
Act as a key point of contact for customers, providing regular updates on progress, performance, and improvement initiatives.
Collaborate cross-functionally to ensure efficient service delivery and achievement of business objectives.

Required Qualifications & Experience

Previous experience in account support, service delivery, project coordination, customer operations, or a related role.
Strong organizational and multitasking skills with the ability to manage multiple priorities simultaneously.
Experience working with ticketing systems and service management processes.
Good understanding of SLA management and customer support operations.
Proficiency in English, both written and spoken.

Key Competencies

Excellent organizational and planning skills.
Strong prioritization and escalation management capabilities.
Outstanding customer communication and stakeholder management skills.
Ability to perform effectively in a fast-paced, high-pressure environment.
Results-oriented mindset with a strong focus on service excellence.
Strategic thinking and problem-solving abilities.
Proactive approach to identifying opportunities for process and service improvements.