About NCR VOYIX
NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide.
Title: Service Desk Agent L2
Location: Belgrade, Serbia
Grade: B2
Position Summary & Key Areas of Responsibility
•Works closely with L1, and directly with customers/technicians (NCR or 3rd Party) on solving known issues with known solutions
•Works closely with L1, and directly with the customers/technicians to apply solutions on unusual problems
•Responds to unusual customer special requests
•May provide service to critical customer accounts or enhanced/premium service accounts
•Provides direct remote resolution support
•Assesses the root cause of problems and informs customers on steps to resolve problems
•Coordinates engineer work assignments based on volume and availability; requires multiple resources in routinely complex assignments
•Acts as mentor for Customer Care Representatives, Service Desk Agents L1 for managing workload and procedures
•Handles planning and installation on critical customer accounts or enhanced/premium service accounts
•Applies diagnostic and troubleshooting scripts, protocols and related systems
•May develop resource planning and supervisory skills
•Develops and applies knowledge of:
•Call center procedures and troubleshooting protocols
•A small number of product domains or customer specialties
Basic Qualifications
•12-18 months minimum experience in L1 role
•Finished technical certification for the specific customer within the team
•Advanced computer skills
•Mentoring abilities, training skills
•Good communication skills
•Relationship building skills; excellent communication skills, verbal and written, as well as listening skills
•Problem solving and analytical thinking
Preferred Qualifications
•Data analysis and proficiency in Excel & PPT
•Root cause analysis and deep understanding of NCR Voyix and Hospitality related products and environments
Offers of employment are conditional upon passage of screening criteria applicable to the job.
