L1 Technical Support Specialist – Onsite, 24/7

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

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.