L1 Technical Support Specialist, 24/7 Onsite

Hammerjack Pty Ltd; Philippines; On-site; PHP 240,000 - 360,000; Full time

Job summary

NCR Voyix Corporation in the Philippines is seeking a Level 1 Technical Support specialist for an onsite role with 24/7 shift coverage. You will resolve incidents via remote access and guide customers through troubleshooting steps, ensuring timely and effective solutions.

Strong English communication, solid technical aptitude, and a customer-focused mindset are essential as you collaborate with a global team, contribute to knowledge bases, and maintain high service quality.

Qualifications

• Experience in technical or customer support is a plus.
• Strong communication 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 by resolving issues via remote access using official tools.
• Remotely diagnose issues and provide solutions; 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.
• 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

Technical support

Customer service

English proficiency

Problem solving

Learning ability

Job description

NCR Voyix Corporation in the Philippines is seeking a Level 1 Technical Support specialist for an onsite role with 24/7 shift coverage. You will resolve incidents via remote access and guide customers through troubleshooting steps, ensuring timely and effective solutions.

Strong English communication, solid technical aptitude, and a customer-focused mindset are essential as you collaborate with a global team, contribute to knowledge bases, and maintain high service quality.