L1 Technical Support

NCR Corporation; Cebu City; On-site; PHP 240,000 - 480,000; Full time

Job summary

NCR Voyix in Cebu City is seeking an entry-level Level 1 Support specialist to assist customers with technical issues on a global platform. The role requires strong communication skills and a solid technical baseline to resolve incidents promptly.

You will work onsite in a 24/7 shift pattern, handling calls, emails, and chats while documenting activities and contributing to knowledge base improvements with the team.

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.

Responsibilities

• Provide Level 1 support - resolving troubleshooting issues directly through remote access to affected product, services and/or 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

Level 1 support

Customer service

English proficiency

Technical aptitude

Troubleshooting

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 troubleshoot issues directly 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 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.

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.

Help us run the world's top brands. At NCR Voyix, we specialize in turning routine transactions into meaningful connections. With a rich history of innovation, we've been at the forefront of problem-solving through technology. Operating globally in over 30 countries, we lead in Retail, Restaurant, Digital banking, and Payments. Our solutions optimize banking operations, streamline restaurant services, enhance retail interactions, and foster trust through secure payment systems. We take pride in our strong culture and a history of providing robust career paths. Come work for a leading technology company where you can grow your career. Join us and be part of revolutionizing transactions across these pivotal industries.