POS & Cloud Technical Support Specialist

Hammerjack Pty Ltd; Philippines; On-site; PHP 240,000 - 320,000; Full time

Job summary

NCR Voyix in Cebu invites a Technical Support Representative to be the first line of assistance for customers across retail, hospitality, and financial solutions. The role involves troubleshooting POS devices, remote diagnostics, and coordinating with field technicians to keep systems running smoothly.

You'll handle inquiries via phone, email, chat, and remote tools, contribute to knowledge articles, and participate in team coaching and continuous improvement.

Qualifications

• 1–2 years of experience in technical support or similar role.
• Strong communication, customer service, and handling skills.
• Functional proficiency in required foreign languages based on customer needs.
• Solid technical aptitude and problemsolving ability.
• 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

Customer service

Communication skills

Troubleshooting

Learning agility

Job description

NCR Voyix in Cebu invites a Technical Support Representative to be the first line of assistance for customers across retail, hospitality, and financial solutions. The role involves troubleshooting POS devices, remote diagnostics, and coordinating with field technicians to keep systems running smoothly.

You'll handle inquiries via phone, email, chat, and remote tools, contribute to knowledge articles, and participate in team coaching and continuous improvement.