Technical Support Representative

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

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.

Title: Technical support representative

Location: Cebu, Philippines

Work Arrangement: Onsite role (five days per week in the office)

Schedule: Shift rotation required

Summary

Join NCR Voyix's Technical Assistance Center (TAC) and be the first line of support for our customers. You'll troubleshoot technical issues, provide exceptional customer care, and help keep our retail, hospitality, financial, and cloud solutions running smoothly.

Key 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.

Required Qualifications

• 1–2 years of experience in technical support or similar role.
• Strong communication, customer service, and customer 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.

Shift & Work Arrangement

• 24/7 shift coverage (rotational shifts).
• Onsite position.

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 diversity and 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

When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.