SW Support Aloha Technician (French & English)

About the role

NCR Voyix, a global provider of unified commerce platforms for shopping and dining, is hiring a French and English speaking SW Support Aloha Technician in Belgrade, Serbia (grade B2). The position works in a high call volume Technical Assistance Center (TAC) supporting NCR Voyix customers and their analysts in resolving problems with ALOHA software and related products and equipment. Shifts run 8am–4pm or 3pm–11pm CET.

Key responsibilities

• Ensure customers' entitlement to services and provide technical phone support on hospitality products (ALOHA and others), systems and software.
• Perform Level I technical troubleshooting with end users of PCs and retail point-of-sale devices, following the Remote Incident Management Process.
• Review incident history to identify recurring faults and escalate problems internally and externally along defined paths.
• Remotely deliver solutions, dispatch service personnel and verify resolution of non-escalated issues.
• Take ownership of service requests and update work orders with status information.
• Help resolve issues across multiple user sites so knowledge is distributed quickly and user satisfaction improves.
• Develop quality support methods and communication skills through coaching and feedback.

Required profile

• High school diploma or equivalent.
• 0-2 years of experience in technical support, help desk, IT support or a similar customer-facing technical role.
• Fluent French and English, with strong verbal and written communication skills.
• Offers of employment are conditional on passing screening criteria for the job.