L1 POS & IT Support Specialist (Onsite, Cebu)

ncr; Cebu City; On-site; PHP 279,000 - 391,000; Full time

Job summary

NCR Voyix is seeking a Technical Support Representative in Cebu, Philippines to be the first line of contact for customers. You will diagnose technical issues, provide solutions, and coordinate with field technicians as needed, ensuring our retail, hospitality, and cloud solutions stay reliable.

The role emphasizes strong communication and customer service, with 24/7 shift coverage and onsite work. Training and knowledge sharing are part of the team culture.

Qualifications

• 1-2 years of experience in technical support or similar role.
• Strong communication, customer service, and customer-handling skills.
• Functional proficiency in required foreign languages based on customer needs.
• Solid technical aptitude and problem-solving ability.
• Ability to learn and apply new technical knowledge through training.

Responsibilities

• Provide Level 1 technical troubleshooting for POS devices and other supported equipment.
• Remotely diagnose issues, provide accurate solutions, and dispatch field technicians when required.
• Communicate with customers via phone, email, chat, and remote tools to resolve incidents.
• Follow defined Remote Incident Management processes and document all activities in the incident tracking system.
• Review incident history and identify recurring issues.
• Escalate incidents according to established escalation paths when necessary.
• Contribute to knowledge articles and maintain accurate customer/system documentation.
• Participate in team meetings, coaching, performance programs, and continuous improvement initiatives.
• Support less experienced colleagues through knowledge sharing and joint work sessions.
• Conduct incident quality audits and call monitoring activities.

Skills

Communication skills

Customer service

Customer handling

Job description

NCR Voyix is seeking a Technical Support Representative in Cebu, Philippines to be the first line of contact for customers. You will diagnose technical issues, provide solutions, and coordinate with field technicians as needed, ensuring our retail, hospitality, and cloud solutions stay reliable.

The role emphasizes strong communication and customer service, with 24/7 shift coverage and onsite work. Training and knowledge sharing are part of the team culture.