Customer Support Agent L1

About the role

NCR Voyix, a global provider of unified commerce platforms for shopping and dining, is hiring a Customer Support Agent L1 in Belgrade, Serbia. The position provides technical support to NCR's clients, Customer Engineers and partners by identifying, analysing, diagnosing and resolving issues, while managing incidents and keeping contractual service levels. Working hours cover the first, second and third shifts.

Key responsibilities

• Provide remote support to clients, Customer Engineers and partners, including problem identification, analysis, diagnosis and resolution.
• Lead problem isolation and present recommended solutions and implementation plans aligned with stakeholders.
• Answer incoming phone calls, emails and support tickets from clients and field engineers.
• Monitor notification and ticket queues, resolve issues remotely where possible and dispatch tickets to the right teams.
• Manage incidents so that Service Level Agreements (SLAs) are met, following escalation procedures when SLAs are at risk.
• Use NCR and vendor knowledge systems to find solutions for known issues.
• Contribute to knowledge management by customising and updating knowledge applications and preparing standard reports.
• Escalate complex issues to specialised teams while keeping ownership until resolved, and inform management of issues likely to exceed contractual commitments.
• Anticipate customer needs, respond to customer-impacting events and maintain service continuity.

Required profile

• Minimum high school diploma or equivalent.
• Excellent verbal and written communication skills in English.
• Willingness to work rotating shifts across the first, second and third shifts in a 24/7 environment, including weekends.
• Ability to manage multiple priorities and incidents in a fast-paced support setting.