Service Planner
hace 3 semanas
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. Responsibilities Gestión de Tickets y SLAs Crear y documentar tickets de servicio para la gestión de fallas, incluyendo detalles de la cita con los ingenieros de campo, KPIs, territorio, tipo de falla y requisitos. Calcular manualmente los KPIs considerando cronogramas y recursos técnicos. Generar tickets relacionados con empresas de transporte de valores y monitorear el cumplimiento. Coordinación de Accesos Revisar correos electrónicos de nuevos tickets enviados por el cliente. Solicitar y procesar accesos para los casos requeridos. Gestionar listas de acceso y confirmar citas con los Ingenieros de campo. Administrar la documentación solicitada por el cliente para procedimientos de acceso. Comunicación y Documentación Enviar correos al Centro de Servicios y al cliente con detalles de la cita, siguiendo pautas de formato para evitar penalizaciones. Documentar actividades en Aptra (software interno), Microsoft Teams y correo electrónico. Crear grupos en Microsoft Teams para casos y escalaciones. Notificar y registrar solicitudes de documentación en Aptra y Microsoft Teams dentro de los plazos establecidos. Soporte y Escalaciones Monitorear la llegada del Ingeniero de campo según el horario programado. Brindar soporte al área de Ingeniería en casos escalados. Escalar al cliente en caso de incumplimiento o ausencia del Ingeniero de campo. Participar en conferencias de Ingeniería para casos críticos y de alto impacto. Qualifications Experiencia previa en servicio al cliente, gestión de tickets y seguimiento de casos, incluyendo registro y manejo de documentación detallada y control de KPIs. Conocimiento avanzado de Microsoft Office, especialmente en Excel y Microsoft Teams. Competencias requeridas: vocación de servicio, comunicación efectiva, organización y atención al detalle. Experiencia previa trabajando con bancos o entidades financieras (deseable). Manejo del idioma inglés (deseable). 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. Seniority Level Entry level Employment Type Full‑time Job Function Other Industries Banking Location Mexico City Metropolitan Area #J-18808-Ljbffr
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