Customer Support Specialist

NCR Voyix; Cebu City; On-site; PHP 240,000 - 360,000; Full time

Job summary

NCR Voyix in Cebu City is seeking an entry-level technical support specialist to assist service-entitled customers. You will provide remote resolutions via email, phone, and chat, and document all work in the incident management system.

You will review incident history, escalate when needed, and follow predefined processes to ensure timely responses in line with KPIs. Ongoing training and knowledge sharing are encouraged.

Responsibilities

• Provide support to service-entitled customers.
• Deliver remote resolutions and status updates via email, phone, and chat.
• Provide technical support for NCR supported Hospitality, Retail, Banking and Cloud products.
• Review incident history to identify recurring faults and trends.
• Remotely access customer environments to diagnose and resolve issues.
• Record detailed work notes/logs in the incident management system.
• Coordinate with dispatch and internal teams to ensure timely resolution.
• Escalate problems following defined escalation paths when needed.
• Follow Level 1 troubleshooting processes as described in knowledge base.
• Provide accurate solutions and own service requests to meet KPIs.
• Improve support methods and communication through feedback.
• Disseminate knowledge by writing articles based on lessons learned.
• Participate in team meetings and special projects.
• Maintain and develop technical knowledge across multiple applications and hardware.
• Complete mandatory training on schedule and adhere to security standards.
• Perform other tasks as requested by the manager.

Job description

• Responsible for providing support to service-entitled customers.
• Deliver remote resolutions, and status updates to reported issues while working directly with the customer using existing tools such as email, phone, and chat.
• Provide technical support for Hospitality, Retail, Banking and/or Cloud NCR supported products, systems, and other related software instances.
• Review incident history to determine recurring faults and trends.
• Use existing and current tools to remotely access customer environments to diagnose and resolve reported problems.
• Record detailed work notes/logs using the most current incident management system.
• Coordinate with dispatch services and other internal teams to the ensure timely resolution of customer-reported problems.
• Escalate problems to the next level if unable to resolve them in a timely manner by following existing and pre-defined internal and external escalation paths.
• Follow documented processes that fall within the Level 1 technical troubleshooting scope of supported equipment; the scope varies from team to team and is described in a team’s existing knowledge base.
• Provide accurate solutions to user problems and take ownership of service requests to ensure timely reactions in accordance with internally defined KPIs.
• Enhance and develop the quality of support methods and communication skills through feedback.
• Assist and ensure knowledge distribution among customers and teammates by writing knowledge articles based on lessons learned.
• Participate in team meetings, performance management, and any special projects assigned.
• Maintain and further develop technical knowledge and expertise associated with multiple applications and hardware specific to customers’ solutions.
• Follow all mandatory training courses according to provided timelines and deadlines and ensures security standards and protocol compliance.
• Performs all other tasks at the manager’s request.