Incident Manager

NCR Voyix; Cebu City; On-site; PHP 223,000 - 469,000; Full time

Job summary

NCR Voyix is seeking an entry-level Service Desk Analyst in Cebu City to support Self-Serv Check Out customers and partners. You will handle escalations, track progress in ServiceNow, and produce reports using Excel, Power BI, Tableau, and Genesys.

The role requires 0-2 years of experience, strong English, and the ability to work flexible hours including evenings and weekends. Knowledge sharing and continuous improvement are encouraged in a collaborative team environment.

Qualifications

• High School Diploma or equivalent.
• Advanced level of spoken and written English (B2 or C1).
• Advanced knowledge of Excel and Power Point.
• Basic knowledge of Power BI and Tableau.
• 0-2 years of related experience.
• Advanced knowledge level of Windows OS.
• Excellent communication skills at all levels including listening.
• Ability to work a flexible schedule (evenings/weekends).
• Knowledge of cost-effective process improvements.

Responsibilities

• Support NCR's Self-Serv Check Out customers and channel partners in a medium call volume service desk environment.
• Respond to customer escalations and track progress using ServiceNow; coordinate with multiple teams.
• Create and distribute reports/dashboards focusing on incident and telephony metrics using Excel, Power BI, Tableau, and Genesys.
• Escalate issues per defined escalation paths and communicate progress to stakeholders.
• Help improve support methods through coaching and feedback, and maintain the knowledge base.
• Follow Ticket Handling Guide and use KB articles to investigate and process tickets.
• Communicate with customers via oral, written, and electronic channels to drive SCO metrics up.
• Perform quality assurance on processed tickets and identify improvement opportunities.
• Collaborate in team meetings, contribute to performance management, and assist in onboarding colleagues.
• Participate in special projects to improve processes, tools, systems, and the organization.

Skills

English proficiency

Excel

PowerPoint

Power BI

Tableau

Communication skills

Multitasking

Flexible schedule

Customer support

Education

High School Diploma or equivalent

Tools

ServiceNow

Excel

Power BI

Tableau

Genesys

Job description

Job Description:

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.

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:

• Position works in medium call volume service desk environment, supporting NCR's Self-Serv Check Out customers and channel partners.

• Responsible for responding to customer’s escalations, tracking the progress on them using ServiceNow, collaborating with multiple parties on closing the escalations off and adequately communicating progress to the stakeholders.

• Scheduled reporting by pulling the raw data, applying filtration and distributing to the stakeholders. Produce more complex reports and dashboards focused on incident and telephony metrics, utilizing tools such as Excel, Power BI, Tableau and Genesys.

• Escalate both internally and externally when required according to defined Escalation Paths.

• Enhance and develop quality support methods and communication skills through coaching feedback, and other developmental approaches.

• Following Ticket Handling Guide, utilizing KB articles and applying investigative approach to processing tickets raised internally and externally.

• Communicate with customers through various means (oral, written, electronic) to assist Global SCO organization with driving metrics up.

• Passively do the quality assurance on tickets processed by organization and communicate improvement opportunities.

• Contribute as a team member; Participate in team meetings and activities; Participate in objective setting, performance management, reward, and recognition programs; Assist maintaining the knowledge base and work on continuously improving it.

• Participate in special projects as assigned to continuously improve processes, tools, systems, and organization.

• Support less experienced colleagues on the team through joint working, monitoring, direct feedback, and knowledge sharing.

• Manage operations during scheduled shifts covering 24x7, making use of on-hand tools and observations.

BASIC QUALIFICATIONS:

• High School Diploma or equivalent.

• Advanced level of spoken and written English language (B2 or C1).

• Advanced knowledge of Excel and Power Point.

• Basic knowledge of Power BI and Tableau.

• 0-2 years of related experience.

• Advanced knowledge level of Windows OS.

• Excellent communication skills at all levels including excellent listening skills.

• Possess strong customer support skills, apply strong soft skills and shows understanding of customer’s issues.

• Ability to work a flexible schedule (evenings/weekends); Ability to work in a multitask fast paced environment.

• Good understanding of opportunity costs and importance of proper processes followed, with the right approach to the cost reduction.

Offers of employment are conditional upon passage of screening criteria applicable to the job

EEO Statement

Integrated into our shared values is NCR Voyix’s commitment to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.

Requirements: