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: Technical Support Agent L1
Location: Belgrade, Serbia
Onsite position
24/7 rotation
- Supports projects within portfolio to conclusion.
- Assist and support the appropriate Project Team in engagement activities with CI’s and other internal or external project stakeholders to ensure the project is delivered in alignment agreed objectives and requirements.
- Applies knowledge of broad work area procedures and activities. Utilize knowledge systems and repositories provided by NCR, customer, or vendors to identify and apply solutions to known problems. Takes ownership of issues until resolution.
- When no known solution can be identified, responsible for the escalation of issues to other support centers where specialist personnel are available; Position retains ownership of all escalated problems/issues through to resolution and is responsible for ensuring that NCR Management is informed if resolution to a problem will take longer than anticipated.
- Selects appropriate procedures to resolve issues which may involve uncommon variations. Gathers and verifies incoming documentation through various channels, escalates issues where appropriate.
- Accountable for accurate and timely progress and issue tracking, reporting, utilizes tracking database; e-mail or any other chosen collaboration system to report events and changes.
- Performs support tasks over phone calls, e-mail or tickets and service requests from clients and field engineers. Remotely resolve issues with a remote resolution opportunity, dispatch or redirect to appropriate teams using established process for resolution.
- Use tools to remotely access customer equipment to perform support tasks, resolve issues, apply configuration; Follow solutions outlined in the knowledge database; Verify resolution of problem with the customer; Record information into the database
- Work to anticipate internal and external client needs and commitment to customer satisfaction; Monitoring and reacting to events for all customers
