Middle Remote Resolution Spec (II)

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.

Remote Resolution Specialist II

Location: Belgrade, Serbia

Grade: G8

Position Summary

The Remote Resolution Specialist II (RRS) is responsible for providing remote technical support to customers, field engineers, and internal teams. The primary goal of this role is to diagnose and resolve issues remotely whenever possible, helping customers restore service quickly while reducing the need for on-site dispatches.

Working in a fast-paced support environment, the RRS leverages technical knowledge, troubleshooting skills, and available support tools to identify solutions, guide customers through issue resolution, and ensure a high level of customer satisfaction.

Key Responsibilities

Monitor and manage assigned incident and remote resolution queues.

Assess customer-reported issues, identify root causes, and provide effective remote solutions.

Communicate with customers, field engineers, and support teams via phone, email, and other communication channels.

Utilize available tools, support systems, and knowledge resources to troubleshoot and resolve issues.

Escalate complex incidents to Technical Support Specialists when necessary.

Route incidents for dispatch when remote resolution is not possible.

Contribute to knowledge management by utilizing and improving knowledge-base content.

Identify opportunities for process improvements, increased efficiency, and enhanced remote resolution effectiveness.

Participate in team meetings, projects, training activities, and continuous improvement initiatives.

Perform additional duties in line with business needs and individual qualifications.

Basic Qualifications

Strong analytical and problem-solving skills.

Advanced technical knowledge of hardware and software troubleshooting.

Basic proficiency with Microsoft Windows operating systems and Microsoft Office applications.

Excellent English communication skills, both written and verbal.

Ability to explain technical concepts to both technical and non-technical audiences.

Strong customer service mindset and attention to detail.

Preferred Qualifications

Knowledge of NCR products and services.

Previous experience in a Help Desk, FSC, Technical Support, Logistics, or similar support environment.

Familiarity with Digital Banking, ATM, POS, or Payment Solutions technology

What We Offer

Opportunity to develop technical and customer support expertise.

Exposure to global customers and technologies.

Career growth and continuous learning opportunities.

Collaborative and supportive team environment.

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.