L1 Technical Support Specialist – Hospitality Solutions

About the role

We are looking for a customer‑focused Technical Support Representative to join the Technical Assistance Center (TAC) team in Belgrade. The role provides remote Level 1 support for NCR Hospitality solutions, including the ALOHA point‑of‑sale system, and ensures timely resolution of service requests in a fast‑paced environment.

Key responsibilities

• Provide Level 1 technical support for hospitality and retail POS solutions, including ALOHA software and related products.
• Troubleshoot and resolve customer issues remotely via phone, email and other channels using remote support tools.
• Diagnose software, hardware and system problems, document incidents and resolutions in Salesforce/Neos.
• Verify service entitlement, coordinate field service dispatch when required, and maintain accurate customer records.
• Escalate complex issues following established procedures and contribute to continuous‑improvement initiatives.

Required profile

• Strong troubleshooting and problem‑solving abilities.
• Excellent verbal and written communication skills.
• Ability to work effectively in a high‑volume, fast‑paced environment.
• Customer‑focused mindset with strong attention to detail.
• Team player willing to learn and share knowledge.

Required skills

• Experience with NCR Hospitality products such as ALOHA.
• Proficiency in Salesforce and Neos incident management tools.
• Knowledge of Windows operating systems.
• Understanding of networking fundamentals.
• Familiarity with remote support tools.