Customer Support Agent L1 – Russian Speaker

About the role

The Customer Support Agent L1 provides first‑line assistance to NCR Voyix clients, handling recurring and standard issues while communicating in both Russian and English. The role is based in the Belgrade office and involves direct interaction with customers, internal technicians, and third‑party vendors.

Key responsibilities

• Resolve recurring or standard hardware and software problems for customers.
• Collaborate with NCR Voyix and third‑party technicians to troubleshoot and fix issues.
• Prepare daily and weekly incident tracking sheets and report performance metrics.
• Review incident history to identify and address recurring faults.
• Support installation, configuration, and updates of hardware and software.
• Allocate engineer appointment times and manage on‑site resource scheduling.
• Update work orders, provide status information, and distribute workload to meet SLA commitments.
• Respond to escalated calls, participate in training, and apply remote fixes using guided diagnostic tools.

Required profile

• Fluent in Russian and English (both written and spoken).
• High school diploma or equivalent.
• Basic PC literacy with keyboard proficiency and familiarity with Windows‑based applications.
• Strong problem‑solving, analytical, and relationship‑building abilities.
• Excellent verbal, written, and listening communication skills.

Required skills

• Windows operating system proficiency.
• Hardware troubleshooting.
• Software troubleshooting.
• Remote diagnostics and guided search tools.
• Incident tracking and reporting.