Technical Support Representative L1

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

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.

• 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