Customer Support Agent L1 - Italian Speaker

About the role

NCR Voyix, a global provider of unified commerce platforms for shopping and dining, is hiring a Level 1 Customer Support Agent in Belgrade. The agent works directly with customers and with NCR and third-party vendor technicians to resolve hardware and software problems, and tracks incidents and work orders.

Key responsibilities

• Resolve recurring or standard customer problems and work with NCR and vendor technicians on hardware and software issues.
• Provide daily and weekly incident tracking sheets and review incident history to find recurring faults.
• Help clients install, configure and update hardware and software, and fix equipment issues.
• Allocate engineer appointment times, update work orders and provide status information.
• Assign and distribute workload to meet SLAs and may respond to escalated calls.
• Take part in product or customer base training and may implement remote fixes using guided search diagnostics.
• Apply troubleshooting checklists and use desktop diagnostic tools.

Required profile

• Fluent in Italian and English.
• High school diploma.
• Problem-solving and analytical skills, relationship-building skills, and excellent verbal, written and listening communication skills.

Required skills

• Basic PC literacy and keyboard proficiency.
• Understanding of Windows-based applications and tools.