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.
Job Title: Technical Support Representative L1
Location: Belgrade, Serbia
Shifts: 1st, 2nd and 3rd
Key Responsibilities
•Position will provide support for NCRV's Clients, Customer Engineers and partners; support will include problem identification, analysis, diagnosis and resolution.
•Answer incoming phone calls, emails or tickets from clients and field engineers.
•Monitor the notification and ticket queue screens.
•Remotely resolve tickets with a remote resolution opportunity.
•Dispatch to the appropriate teams for resolution.
•Manage incidents to ensure contractual SLAs are met; if SLA is in danger, follows the agreed escalation path.
•Follow defined escalation process for P1 tickets.
•Utilize Knowledge Systems provided by NCRV and other vendors as appropriate to identify solutions to known problems; responsible for ensuring that solutions provided are successful.
•When no known solution can be identified, responsible for the escalation of issues to other support centers where deeper level skilled personnel are available.
•Position retains ownership of all escalated problems/issues through to resolution and is responsible for ensuring that NCRV Management is informed if resolution to a problem will take longer than contractual.
•Contribute as a team member.
•Support less experienced colleagues through joint work, monitoring and knowledge sharing.
•Work to anticipate internal and external client needs and commitment to customer satisfaction.
•Employees will receive a special project from supervisor/team leader based on business needs (may come from supervisor directly or COL/customer).
•Ensure proper ticket classification and provide gapless troubleshooting steps to ensure higher support levels do not need to repeat the work done.
•Create and share knowledge in the designated Team knowledge base, including usage of the existing knowledge base documents.
•24/7 operations (all 3 shifts), including weekend support.
Job Requirements
•High school diploma or equivalent
•Innovative mindset and a proactive approach to problem-solving
•Willingness to work in a 24/7 shift environment
•Ability to perform effectively in a fast-paced and dynamic environment
•Strong collaboration and teamwork skills
•Adaptability and flexibility in a changing business environment
Offers of employment are conditional upon passage of screening criteria applicable to the job.
