Technical Support Agent L1

About the role

NCR Voyix, a global provider of unified commerce platforms for shopping and dining, is hiring a Technical Support Agent L1 in Belgrade, Serbia. This is an onsite position working in 24/7 shifts. The agent supports projects to conclusion, helps project teams deliver them according to agreed objectives, and resolves issues raised by clients and field engineers.

Key responsibilities

• Support projects to conclusion and help project teams deliver them in line with agreed objectives and requirements.
• Use NCR, customer or vendor knowledge bases to find solutions to known problems and take ownership of issues until resolved.
• Escalate issues to specialist support centres when no known solution exists, keeping ownership until resolution and informing management if resolution will take longer than expected.
• Gather and verify incoming documentation, track progress and issues accurately and on time, and report events and changes via the tracking database, e-mail or another collaboration tool.
• Handle support tasks by phone, e-mail, tickets and service requests, and resolve issues remotely using tools to access customer equipment and apply configurations.
• Follow solutions from the knowledge base, verify resolution with the customer and record information in the database.
• Anticipate client needs, monitor and react to events for all customers, and commit to customer satisfaction.

Required profile

• Fluency in English, both written and spoken.
• Willingness to work in shifts.
• Problem-solving skills.
• Team player and people-oriented.