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. Title: Sr Account Support Analyst Location: Mississauga, Ontario, Canda Must be in office 3 days a week Eligibility: This position is only open to individuals who are either Canadian citizens or permanent residents. Please note that visa sponsorship is not available now or in the future for this role. Job Summary Serve as the primary point of contact for customers regarding Service Requests, Escalated Incidents, and Problems. Using ITIL best practices, you will guide the Incident and Problem Management processes, ensuring timely updates and resolution. This role requires a strong understanding of NCR Atleos' service systems, operations, policies, and contractual obligations. You will identify opportunities to enhance customer satisfaction, service quality, and profitability by proactively assessing needs and driving continuous improvement through Success and Call to Action Plans. Key Responsibilities Governance & Customer Engagement Execute Success and Call to Action Plans to drive customer satisfaction and meet NPS targets Participate in regular service performance reviews and identify improvement opportunities Monitor customer engagement, sentiment, and progress on improvement initiatives Customer Escalations Manage daily service delivery to meet contractual obligations Oversee incident and problem management lifecycles Address and manage recurring service issues (Bad Actors/Outliers) Base Management & Entitlement Utilize UA datasets for accurate asset tracking and entitlement Maintain >99% entitlement accuracy and support timely invoicing Parts & Logistics Understand part fulfillment and replenishment processes Collaborate with Logistics to ensure timely part availability Escalate issues related to part availability or quality Invoicing & Accounts Receivable Coordinate with the Invoicing Team to meet billing targets Ensure timely invoice delivery and support resolution of disputes Customer Interface Support Manage MyNCR portal requests (profiles, connectivity, training) Provide support for customer help desk inquiries Dispatch Avoidance Identify and implement dispatch avoidance opportunities Collaborate with Account Teams on improvement plans Qualifications Required: High School diploma or Technical/Vocational certification 0–1 year of relevant experience Strong attention to detail and analytical skills Proficiency in Microsoft Office, especially Excel Excellent communication and time management skills Ability to multitask and work independently or in a team Flexibility to work non-standard hours as needed Preferred: Experience in NCR Atleos Lines of Business Background in managed or customer service environments ITIL Foundation or higher certification Familiarity with automation tools #LI-AD1 #LI-HYBRID Offers of employment are conditional upon passage of screening criteria applicable to the job. 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. 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. The Company has an accommodation process in place and provides accommodations for employees with disabilities. If you require a specific accommodation because of a disability or a medical requirement, please contact Human Resources via e-mail at AODA.Requests@ncratleos.com so that arrangements can be made for the appropriate accommodations to be in place. Help us bring innovation to financial institutions across the globe. At NCR Atleos, you’ll have meaningful and relevant work experiences, with opportunities to learn and make a real contribution. We are dedicated to solving the challenges our customers face through continuous innovation and a commitment to setting the highest standard in self-service banking. A career at NCR Atleos means embracing our innovative culture and values, seeking new adventures and carving your own path.
