L1 Technical Support Specialist – POS & Onsite

NCR Voyix; Cebu City; On-site; PHP 279,000 - 469,000; Full time

Job summary

NCR Voyix in Cebu invites a Technical Support Specialist (L1) to be the first line of support for customers. You’ll troubleshoot POS devices and associated equipment, deliver accurate solutions, and escalate complex issues to field technicians when needed.

This onsite role requires 1–2 years of related experience, strong communication and customer service skills, and a proactive approach to learning through training. A 24/7 shift rotation is in place to ensure continuous coverage.

Qualifications

• 1–2 years of experience in technical support or similar role.
• Strong communication, customer service, and handling skills.
• Ability to learn and apply new technical knowledge through training.

Responsibilities

• Provide Level 1 technical troubleshooting for POS devices and other supported 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

Technical troubleshooting

Customer service

Communication skills

Problem solving

Learning new tech

Tools

POS devices

Job description

NCR Voyix in Cebu invites a Technical Support Specialist (L1) to be the first line of support for customers. You’ll troubleshoot POS devices and associated equipment, deliver accurate solutions, and escalate complex issues to field technicians when needed.

This onsite role requires 1–2 years of related experience, strong communication and customer service skills, and a proactive approach to learning through training. A 24/7 shift rotation is in place to ensure continuous coverage.