Technical Support Agent L2 - Polish Speaker

About the role

NCR Voyix, a global provider of unified commerce platforms for shopping and dining, is hiring a Level 2 Technical Support Agent who speaks Polish, based in Belgrade. The agent is the single point of contact for NCR technicians, installers and vendors by phone and by email, handling hardware, networking and software support issues reported through the ticketing system. The role takes ownership of each issue from start to successful resolution and works 7/24, including weekends.

Key responsibilities

• Provide hardware and software support to NCR's Customer Engineers and contracted installers, identifying, analysing and resolving problems
• Present and agree on problem isolation, solution creation and implementation plans, and coordinate with PMO and IC teams until project conclusion
• Use vendor knowledge systems to find solutions to known problems, ensure they succeed, customise 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 support methods and communication skills through coaching and feedback, and escalate internally and externally using defined escalation paths while retaining ownership of escalated issues
• Answer 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 meetings, own meeting minutes and risk/issue documentation, and inform management if resolution exceeds contractual timeframes
• Attend all company-mandated training courses and follow NCR procedures and customer internal procedures

Required profile

• Fluent in Polish and English
• Good IT background
• Excellent oral and written communication skills and good phone skills
• Good problem-solving and critical thinking skills, with the ability to visualise a problem and think abstractly
• Ability to adapt to changing priorities, ambiguity and rapid change, and to draw on diverse resources