L1 Technical Support Specialist - 24/7 Onsite

NCR Voyix; Cebu City; On-site; PHP 268,000 - 424,000; Full time

Job summary

NCR Voyix is seeking an onsite Level 1 Support professional in Cebu to handle troubleshooting, remote access, and incident management for our global platform-powered solutions. You will communicate with customers across multiple channels and escalate when needed.

The role emphasizes technical aptitude, strong communication, and a commitment to continuous improvement. 24/7 shift coverage is required, with an onsite arrangement in Cebu City.

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 remote troubleshooting.
• Remotely diagnose issues and dispatch field technicians when needed.
• Communicate with customers via phone, email, chat, and remote tools.
• Follow Remote Incident Management processes and document activities.
• Review incident history and identify recurring issues.
• Escalate incidents according to escalation paths.
• Contribute to knowledge articles and maintain documentation.
• Participate in team meetings and continuous improvement.
• Support less experienced colleagues through knowledge sharing.
• Conduct incident quality audits and call monitoring.

Skills

Communication

Customer Service

English Proficiency

Technical Aptitude

Learning Ability

Problem Solving

Job description

NCR Voyix is seeking an onsite Level 1 Support professional in Cebu to handle troubleshooting, remote access, and incident management for our global platform-powered solutions. You will communicate with customers across multiple channels and escalate when needed.

The role emphasizes technical aptitude, strong communication, and a commitment to continuous improvement. 24/7 shift coverage is required, with an onsite arrangement in Cebu City.