About this role
Account Support Analyst Location: A Coruña, Spain
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.