L1 SaaS Application Support Representative

About the role

NCR Voyix is looking for a customer-focused L1 SaaS Application Support Representative in Belgrade to provide first-line support for cloud-based applications. The role covers troubleshooting user issues, managing access requests and delivering an excellent customer experience. Shift rotations are included.

Key responsibilities

• Respond to customer requests via ticketing systems, email and phone.
• Troubleshoot SaaS application issues using established procedures and knowledge articles.
• Manage incidents, service requests and basic configuration changes.
• Assist users with account access, password resets, user provisioning, roles and permissions.
• Guide users on application features, onboarding and general usage.
• Document troubleshooting steps and resolutions accurately.
• Escalate complex issues to L2/L3 support teams and keep customers informed throughout the process.

Required profile

• 0-2 years of experience in SaaS, technical support, help desk or customer support.
• Ability to explain technical concepts to non-technical users.
• Strong attention to detail and documentation, and ability to prioritise multiple cases.

Required skills

• Basic understanding of SaaS applications and cloud environments.
• Familiarity with Microsoft 365, Azure or GCP, SSO, MFA and IAM.
• Basic knowledge of web browsers, DNS, authentication and user access management.
• Knowledge of REST APIs and integrations is a plus.
• Experience with cloud applications and ticketing tools such as ServiceNow, Salesforce, Zendesk or Jira is an advantage.