L1 Technical Support

NCR Voyix; Cebu City; On-site; PHP 279,000 - 424,000; Full time

Job summary

NCR Voyix is seeking a results-driven Technical Support Specialist to provide Level 1 support and remote diagnostics for product and services. You will resolve incidents via phone, email, chat, and remote tools, document activities, and escalate when needed.

The role is onsite in Cebu City, Philippines, with 24/7 shift coverage. Strong English communication and a problem-solving mindset are essential for success.

Qualifications

• Experience in technical support or customer support is a plus.
• Strong communication, customer service and customer-handling skills.
• Proficiency in English.
• Solid technical aptitude and problem-solving ability.
• Ability to learn and apply new technical knowledge through training.

Responsibilities

• Provide Level 1 support and resolve issues via remote access and guided steps.
• Remotely diagnose issues, provide 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 activities in incident tracking system.
• Review incident history and identify recurring issues; escalate incidents as needed.
• Contribute to knowledge articles and maintain accurate customer/system documentation.
• Participate in team meetings, coaching, and continuous improvement initiatives.
• Support less experienced colleagues through knowledge sharing and joint sessions.
• Conduct incident quality audits and call monitoring activities.

Skills

Customer service

Communication skills

English proficiency

Technical aptitude

Problem solving

Willingness to learn

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.

• Provide Level 1 support - resolving troubleshootissuesdirectly through remote access to affected product, services and/or equipment using official tools or indirectly by remotely guiding the customer to perform troubleshooting steps
• Remotely diagnose issues, provide accurate solutions, and dispatch field technicians whenrequired.
• Communicate with customers via phone, email, chat, and remote tools to resolve incidents
• Follow defined Remote Incident Management processes and document all activities in theincident 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 improvementinitiatives
• Support less experienced colleagues through knowledge sharing and joint work sessions
• Conduct incident quality audits and call monitoring activities

Required Qualifications

• Previous experience in technical support or customer support role is a plus
• Strong communication, customer service, and customer-handling skills
• Proficiency in English
• Solid technical aptitude and problem-solving ability
• Ability to learn and apply new technical knowledge through training

Shift & Work Arrangement

• 24/7 shift coverage (rotational shifts).
• Onsite position

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.

“When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.comemail domain.”