Tier 1 Technical Support Engineer POS & Remote Diagnostics

NCR Voyix; Cebu City; On-site; PHP 279,000 - 446,000; Full time

Job summary

NCR Voyix in Cebu City, Philippines, is seeking an entry‑level Level 1 Technical Support specialist to assist customers across phone, email, and chat. You will diagnose issues, document incidents, and collaborate with field teams to resolve problems end‑to‑end.

You will work 24/7 onsite shifts, participate in training, and be part of a team focused on continuous improvement and quality assurance. Strong communication is essential.

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 is based on customer needs.
• Solid technical aptitude and problem‑solving 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 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

Technical support

Customer service

Communication

Problem solving

Training

Job description

NCR Voyix in Cebu City, Philippines, is seeking an entry‑level Level 1 Technical Support specialist to assist customers across phone, email, and chat. You will diagnose issues, document incidents, and collaborate with field teams to resolve problems end‑to‑end.

You will work 24/7 onsite shifts, participate in training, and be part of a team focused on continuous improvement and quality assurance. Strong communication is essential.