SW Support Aloha Technician – French and English speaker

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: SW Support Aloha Technician – French and English speaker

Location: Belgrade, Serbia

Grade: B2

Shift rotation: 8am – 4pm; 3pm – 11pm CET

Position works in high call volume Technical Assistance Center (TAC) environment supporting NCR Voyix's customers (both internal and external) and their analysts in providing problem resolution for NCR Voyix products and services, specifically ALOHA software and other related products/equipment.

• Responsible for ensuring the customer's entitlement of services; Remotely deliver solutions, dispatch service personnel, and when appropriate verify resolution of a customer's issue that has not been escalated; Work directly with the customer to understand the problem, and/or escalate problem to the next level
• Following the documented Remote Incident Management Process, position’s primary responsibility is to perform Level I technical troubleshooting with end-users of PCs and retail point-of-sale devices (depending on account assignment); Reviews incident history to determine recurring faults
• Provide technical phone support on Hospitality products (ALOHA and other), systems and various software products; Provide accurate solutions to user problems to maximize product or system availability; Take ownership of service request from customer and ensure timely and satisfactory resolution of problem
• Escalate both internally and externally when required according to defined Escalation Paths
• Enhance and develop quality support methods and communication skills through coaching feedback, and other developmental approaches
• Assist in the resolution of user and support issues over multiple user sites to ensure timely distribution of knowledge and cause positive impact on user satisfaction; Updates work orders and provides status information

• High School Diploma or equivalent
• 0-2 years of experience in Technical Support, Help Desk, IT Support, or a related customer-facing technical role.
• Fluent in both French and English, with strong verbal and written communication skills.

Offers of employment are conditional upon passage of screening criteria applicable to the job