Account Support Analyst

**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.