Onsite 24/7 Tech Support Specialist (L1)

NCR Voyix; Cebu City; Presencial; PHP 223.000 - 335.000; Jornada completa

Descripción de la vacante

NCR Voyix Corporation in Cebu City is seeking a motivated Level 1 Technical Support specialist to resolve incidents via remote access and direct customer assistance. This onsite role requires strong communication and quick problem-solving across multiple channels.

You will work 24/7 on rotating shifts, collaborate with peers, document activities, and contribute to knowledge bases while guiding less experienced colleagues.

Formación

• 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.

Responsabilidades

• Provide Level 1 support by remotely accessing affected product/services via official tools.
• Remotely diagnose issues, provide solutions, and dispatch field technicians when needed.
• Communicate with customers via phone, email, chat, and remote tools to resolve incidents.
• Follow Remote Incident Management processes and document activities in the incident system.
• Review incident history and identify recurring issues.
• Escalate incidents following defined escalation paths.
• Contribute to knowledge articles and maintain customer/system documentation.
• Participate in team meetings, coaching, and continuous improvement initiatives.
• Mentor less experienced colleagues through knowledge sharing.
• Conduct incident quality audits and call monitoring.

Conocimientos

Communication

Customer service

English proficiency

Technical aptitude

Training readiness

Descripción del empleo

NCR Voyix Corporation in Cebu City is seeking a motivated Level 1 Technical Support specialist to resolve incidents via remote access and direct customer assistance. This onsite role requires strong communication and quick problem-solving across multiple channels.

You will work 24/7 on rotating shifts, collaborate with peers, document activities, and contribute to knowledge bases while guiding less experienced colleagues.