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US Postal Support - Support Agent L1 - Maryland, Virtual
NCR Voyix
Maryland
Remote
USD 33,000 - 49,000
Full time
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Job summary
NCR Voyix is seeking a US Postal Support - Support Agent L1 to provide technical support for USPS software solutions in a virtual environment. The role requires provision of customer service and technical assistance via phone, ensuring a high level of service quality. Candidates should have relevant technical qualifications and experience in customer support, alongside the ability to troubleshoot hardware and software issues.
Benefits
Qualifications
- 3 years technical support experience with an Associate degree or 5 years with a high school diploma.
- Ability to obtain USPS clearance required.
- Advanced troubleshooting skills in hardware and software.
Responsibilities
- Providing technical support for USPS Retail Systems Software via telephone.
- Answering customer phone calls and documenting incidents.
- Ordering replacement parts and managing incidents through ServiceNow.
Skills
Education
Tools
Job description
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About NCR VOYIX
NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.
About NCR VOYIX
NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.
Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world’s leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers’ technology systems.
Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today’s competitive landscape.
Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner.
Job Description: SAS L1 Support Agent
Location: Maryland, Virtual
Requirements: Ability to obtain a “Sensitive” level USPS clearance
Education: Associate degree in technical field with 3 years of technical support and customer service experience in a technology related position, or a high school diploma and 5 years of technical support and customer service in a technology related position.
Technical Skills: Functional knowledge of Windows 10 & 11, Microsoft Office 365, TCP/IP, IP Protocols, LAN, WAN, VPN, IP telephony, standard MS command line and Powershell utilities, ServiceNow Incident Management system, Knowledge Base Systems, hardware troubleshooting
Summary of Duties: The L1 Support Agent will work in a fast-paced call center help desk environment providing technical hardware, software, and procedural support for the USPS Retail Systems Software (RSS) solution to the US Postal Service enterprise. The technical support is delivered 100% via telephone for troubleshooting hardware and software related issues. This is a virtual position that may require occasional duty at an NCR Voyix location in either Germantown, Maryland at 20370 Seneca Meadows Parkway, 20876 or Peachtree City, Georgia at 200 Hwy 74 South, 30269. Candidates must have sufficient high speed internet access, and a suitable work location in their home to facilitate working virtually as well as reliable transportation to facilitate working in the office when required. Agents must be customer service focused team players who are able to work independently, organize, multi-task and prioritize task work. Employee is highly autonomous and performance assignments related to implementation and operational support of the USPS enterprise. Agents are required to participate in the development of Knowledge Base articles when new issues are discovered.
Primary responsibilities:
- Answering customer phone calls.
- Providing remote technical support.
- Documentation and incident management using the USPS ‘ServiceNow ticketing system.
- Ordering replacement parts.
- Other customer support related activities.
Candidates should exhibit advanced troubleshooting skills in both hardware and software issues.
Candidates may be required to participate in other USPS support related activities.
Candidates will be expected to meet standard NCR Voyix corporate and US Postal Support team objectives.
Candidates should possess a detailed knowledge of a wide range of specialized administrative/technical skills
Candidates will be expected to utilize their experience and judgment to make decisions affecting customer satisfaction.
Candidates will be expected to share responsibility for ensuring that the NCR Voyix computer labs are always operational.
Candidates will be scheduled to work at least one Saturday shift approximately one time every 3 – 5 weeks. This interval may be adjusted to accommodate staffing and coverage challenges.
On occasion, the United States Postal Service may require NCR Voyix to provide specialized support. To meet these requirements, Support Agents may be required to work non-standard work shifts. These shifts may fall after hours, on weekends, or on holidays. Candidates accepting positions with the US Postal Support team agree to participate in these activities as directed by management.
Salary Range:
$33,500.00 - $48,500.00
Offers of employment are conditional upon passage of screening criteria applicable to the job.
Full time employee benefits include:
- Medical Insurance
- Dental Insurance
- Life Insurance
- Vision Insurance
- Short/Long Term Disability
- Paid Vacation
- 401k
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.”
- Seniority levelEntry level
- Employment typeFull-time
- Job functionOther
- IndustriesSoftware Development
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