Technical Support Agent L1

About the role

NCR Voyix, a global provider of unified commerce platforms for shopping and dining, is hiring a Level 1 Technical Support Agent in Belgrade, Serbia. The position is onsite, with Monday to Friday working hours and rotating shifts.

Key responsibilities

• Support project activities and work closely with project teams to help deliver projects on time and against agreed objectives.
• Collaborate with customers, internal stakeholders and external partners to provide effective technical support.
• Investigate and resolve technical issues using knowledge bases, procedures and support tools.
• Take ownership of incidents and service requests from start to finish, keeping customers informed.
• Escalate complex issues to specialist teams and follow them through to completion.
• Maintain accurate records of incidents, actions taken, progress and resolutions in company tracking systems.
• Provide support by phone, email and ticketing systems, and use remote access tools to troubleshoot equipment, apply configurations and verify resolution.
• Monitor customer environments, respond to events and alerts and proactively address issues where possible.

Required profile

• Fluent written and spoken English.
• Willingness to work in a shift-based environment.
• Strong problem-solving and analytical skills.
• Customer-focused, able to stay calm under pressure.
• Good organisational skills and attention to detail.
• Ability to work independently while managing several priorities.
• Team-oriented approach and strong interpersonal skills.