Technical Support Agent L2 - Polish Speaker

About the role

NCR Voyix is looking for a Level 2 Technical Support Agent fluent in Polish to work in Belgrade. The agent is the single point of contact for NCR technicians, installers and vendors by phone, and also for customers when needed, handling hardware, networking and software support issues raised through the ticketing system, email escalations and phone calls. The role takes ownership of each issue from start to successful resolution.

Key responsibilities

• Provide hardware and software support to NCR's Customer Engineers and contracted installers, including problem identification, analysis, diagnosis and resolution.
• Present and gain agreement on problem isolation, solution creation and implementation plans, and coordinate with PMO and IC teams until project conclusion.
• Use NCR and vendor knowledge systems to find solutions to known problems, ensure solutions succeed, and customize and provide business data for knowledge applications.
• Follow the documented Remote Incident Management process, generate daily and weekly incident reports, and review incident history for recurring faults.
• Develop quality support methods and communication skills through coaching and feedback, and escalate internally and externally when required, keeping ownership of escalated issues until resolution.
• Answer incoming calls from store personnel and field engineers, monitor email, notifications and ticket queues, resolve problems remotely when possible, and dispatch to NCR Field or third parties.
• Form project teams, facilitate project binders, run project meetings, own meeting minutes and risk/issue documentation, and inform management if resolution will exceed contractual time limits.
• Work 7/24, including weekends, and adapt to changing priorities and multiple demands.

Required profile

• Good IT background.
• Fluent in Polish and English.
• Good interpersonal skills and ability to work well with others.
• Excellent oral and written communication skills and professional phone manner.
• Good problem-solving and critical thinking skills, with the ability to visualize a problem and think abstractly.
• Willingness to attend all company-mandated training courses and to follow NCR procedures and customer procedures.