L1 Technical Support Specialist - Onsite (24/7)

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

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.