NCR CSS (Customer Solutions Support) SW Support, Technical Support Specialist, Level 1

ncr; Cebu City; Remote; PHP 200,000 - 320,000; Full time

Job summary

NCR Voyix Corporation is seeking a Software Support Specialist, Level 1, for its Technical Assistance Center (TAC). The role focuses on remote resolution of NCR product issues, using email, phone and chat to communicate with customers and internal teams.

No prior work experience is required, but familiarity with support processes and English proficiency are essential. Successful candidates will provide accurate problem-solving, maintain incident logs, and escalate when needed, contributing to

Qualifications

• Minimum IV level of education as per official education categorization by the Ministry of Education of the Republic of Srpska or equivalent.
• No previous work experience required but experience in similar roles is a plus.
• Knowledge of English language is a must; additional languages are a benefit.

Responsibilities

• Provide remote resolutions and status updates to reported issues using email, phone, and chat.
• Deliver remote technical support for NCR products and equipment, coordinating with internal teams.
• Record detailed work notes/logs in the incident management system.
• Escalate unresolved issues following internal escalation paths.
• Maintain knowledge base and contribute to knowledge articles.

Skills

Customer handling

English proficiency

Problem solving

Communication

Education

IV level education

Tools

Incident management system

Job description

About NCR VOYIX

NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide.

Job Summary:

• Working in our Technical Assistance Center (TAC) as a Software Support Specialist, Level 1, requires you to provide technical support to NCR customers and their representatives, with the goal to resolve issues with NCR products and equipment. You will be using existing tools to deliver resolutions remotely, coordinating with the existing internal teams and ensuring that customers receive prompt and accurate resolutions to their problems.

Job description:

• Responsible for providing support to service-entitled customers.
• Deliver remote resolutions, and status updates to reported issues while working directly with the customer using existing tools such as email, phone, and chat.
• Provide technical support for Hospitality, Retail, Banking and/or Cloud NCR supported products, systems, and other related software instances.
• Review incident history to determine recurring faults and trends.
• Use existing and current tools to remotely access customer environments to diagnose and resolve reported problems.
• Record detailed work notes/logs using the most current incident management system.
• Coordinate with dispatch services and other internal teams to the ensure timely resolution of customer-reported problems.
• Escalate problems to the next level if unable to resolve them in a timely manner by following existing and pre-defined internal and external escalation paths.
• Follow documented processes that fall within the Level 1 technical troubleshooting scope of supported equipment; the scope varies from team to team and is described in a team’s existing knowledge base.
• Provide accurate solutions to user problems and take ownership of service requests to ensure timely reactions in accordance with internally defined KPIs.
• Enhance and develop the quality of support methods and communication skills through feedback.
• Assist and ensure knowledge distribution among customers and teammates by writing knowledge articles based on lessons learned.
• Participate in team meetings, performance management, and any special projects assigned.
• Maintain and further develop technical knowledge and expertise associated with multiple applications and hardware specific to customers’ solutions.
• Follow all mandatory training courses according to provided timelines and deadlines and ensures security standards and protocol compliance.
• Performs all other tasks at the manager’s request.

Qualifications & Requirements:

• Minimum IV level of education as per official education categorization by the Ministry of Education of the Republic of Srpska or equivalent.
• No previous work experience required but experience in similar roles is a plus.
• Existing customer handling skills.
• Communication level and knowledge of the English language is a must, and knowledge of any other foreign languages is a benefit.
• Aptitude towards problem-solving and logical thinking.
• Strong work ethic and professional communication.

Previous background, knowledge and/or experience with hardware and software is a benefit.

Offers of employment are conditional upon passage of screening criteria applicable to the job

EEO Statement

Integrated into our shared values is NCR Voyix’s commitment to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes