Customer Support Agent L1

NCR; United States; Remote; USD 8,000 - 15,000; Full time

Job summary

NCR Voyix Corporation приглашает квалифицированного специалиста на должность Customer Support Agent L1 в Белграде. Вы будете оказывать поддержку клиентам и партнерам на английском языке в условиях сменного графика 1-й/2-й/3-й смены в рамках 24/7 операционной среды.

Кандидатам требуется минимальное среднее образование и умение работать в быстро меняющемся окружении, с упором на удовлетворенность клиентов и соблюдение SLA. Ожидаются хорошие коммуникативные навыки и ответственность.

Qualifications

• Минимальный средний образование или эквивалент.
• Отличные устные и письменные коммуникационные навыки на английском языке.
• Готовность работать в сменном графике 1-й/2-й/3-й смены в 24/7 режиме.
• Умение управлять несколькими задачами, инцидентами и работать в быстром темпе.
• Гибкость по выходным в рамках сменного графика.

Responsibilities

• Оказывать техническую поддержку клиентам NCR, инженерам и партнерам, идентифицировать, анализировать, диагностировать и разрешать проблемы.
• Поддерживать влияние на уровень обслуживания согласно SLA и управлять инцидентами.
• Оказывать удаленную поддержку клиентам NCR, инженерам и партнерам и предлагать решения и планы внедрения.

Skills

English communication

Customer support

Problem solving

Education

High school diploma

Job description

Описание: 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. Job Title: Customer Support Agent L1 Location: Belgrade, Serbia Working time: 1st, 2nd and 3 shift

Задачи:

• The position provides technical support to NCR’s clients, Customer Engineers, and partners by identifying, analyzing, diagnosing, and resolving issues.
• The role requires strong problem-solving skills, customer focus, and the ability to manage incidents while ensuring contractual service levels are maintained.
• Provide remote support to NCR clients, Customer Engineers, and partners, including problem identification, analysis, diagnosis, and resolution.
• Lead problem isolation activities and present recommended solutions and implementation plans, ensuring alignment with relevant stakeholders.
• Respond to incoming phone calls, emails, and support tickets from clients and field engineers.
• Monitor notification and ticket queues, remotely resolve issues where possible, and dispatch tickets to the appropriate teams when further assistance is required.
• Manage incidents to ensure contractual Service Level Agreements (SLAs) are achieved.
• Follow established escalation procedures when SLAs are at risk.
• Utilize NCR and vendor-provided knowledge systems to identify solutions for known issues and ensure successful resolution.
• Contribute to knowledge management by customizing and providing business data, updating knowledge applications, and preparing standard reports.
• Escalate complex issues to specialized support teams when no known solution is available, while maintaining ownership of escalated incidents through final resolution.
• Keep NCR Management informed of issues that may require extended resolution times beyond contractual commitments.
• Proactively anticipate internal and external customer needs while maintaining a strong commitment to customer satisfaction.
• Monitor and respond to customer-impacting events to ensure timely resolution and service continuity.

Требования:

• Minimum high school diploma or equivalent required.
• Excellent verbal and written communication skills in English Ability and willingness to work rotating shifts across 1st, 2nd, and 3 shifts in a 24/7 operational environment.
• Ability to manage multiple priorities, handle incidents, and work effectively in a fast-paced support environment.
• Flexibility to work weekends as part of the rotating schedule.
• Offers of employment are conditional upon passage of screening criteria applicable to the job