Technical Support Representative L1

NCR; United States; Remote; USD 8,500 - 11,000; Full time

Job summary

NCR Voyix Corporation seeks a Technical Support Representative L1 in Belgrade to provide remote and on-site support to NCR Voyix clients and partners. You will diagnose, troubleshoot, and resolve technical issues while maintaining strong customer focus and SLA adherence.

Ideal candidates have excellent English communication skills, the ability to manage multiple incidents, and flexibility to rotate across 1st, 2nd, and 3rd shifts in a 24/7 environment. Weekend availability may be required.

Qualifications

• English communication skills mandatory.
• Willingness to work rotating 1st–3rd shifts in a 24/7 environment.
• Ability to multitask in a fast-paced support setting.
• Weekend availability required.
• Employment subject to screening criteria.

Responsibilities

• Provide technical support to NCR Voyix clients, engineers and partners by identifying, analyzing, diagnosing, and resolving issues.
• Manage incidents to ensure SLAs are achieved and escalate when necessary.
• Respond to phone calls, emails, and support tickets; monitor queues and dispatch to appropriate teams.
• Lead problem isolation activities and present recommended solutions and implementation plans.
• Contribute to knowledge management and prepare standard reports.

Skills

English proficiency

Customer focus

Problem solving

Shift flexibility

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: Technical Support Representative L1

Location: Belgrade, Serbia

Shifts: 2nd and 3rd

Задачи:

• The position provides technical support to NCR Voyix 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 NCRV 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 NCRV 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 NCRV 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 3rd 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