Remote Technical Support Specialist

NCR Voyix; Cebu City; On-site; PHP 240,000 - 360,000; Full time

Job summary

NCR Voyix in Cebu City is seeking an entry-level technical support specialist to assist service-entitled customers. You will provide remote resolutions via email, phone, and chat, and document all work in the incident management system.

You will review incident history, escalate when needed, and follow predefined processes to ensure timely responses in line with KPIs. Ongoing training and knowledge sharing are encouraged.

Responsibilities

• Provide support to service-entitled customers.
• Deliver remote resolutions and status updates via email, phone, and chat.
• Provide technical support for NCR supported Hospitality, Retail, Banking and Cloud products.
• Review incident history to identify recurring faults and trends.
• Remotely access customer environments to diagnose and resolve issues.
• Record detailed work notes/logs in the incident management system.
• Coordinate with dispatch and internal teams to ensure timely resolution.
• Escalate problems following defined escalation paths when needed.
• Follow Level 1 troubleshooting processes as described in knowledge base.
• Provide accurate solutions and own service requests to meet KPIs.
• Improve support methods and communication through feedback.
• Disseminate knowledge by writing articles based on lessons learned.
• Participate in team meetings and special projects.
• Maintain and develop technical knowledge across multiple applications and hardware.
• Complete mandatory training on schedule and adhere to security standards.
• Perform other tasks as requested by the manager.

Job description

NCR Voyix in Cebu City is seeking an entry-level technical support specialist to assist service-entitled customers. You will provide remote resolutions via email, phone, and chat, and document all work in the incident management system.

You will review incident history, escalate when needed, and follow predefined processes to ensure timely responses in line with KPIs. Ongoing training and knowledge sharing are encouraged.