Customer Support Agent - Help Desk L1

About the role

The Customer Support Agent – Help Desk L1 provides first‑line technical assistance to NCR Voyix customers in Belgrade. The role operates 24/7 on a rotating schedule and works closely with internal teams and third‑party vendors to resolve hardware and software issues.

Key responsibilities

• Respond to customer inquiries, diagnose recurring or standard problems, and provide timely resolutions.
• Collaborate with NCR Voyix technicians and third‑party vendors to troubleshoot hardware and software faults.
• Maintain daily and weekly incident tracking sheets and report performance metrics.
• Review incident history to identify recurring faults and suggest preventive actions.
• Allocate engineer appointment times for multi‑resource on‑site jobs and update work orders with status information.
• Assign workload to meet Service Level Agreements and handle escalated calls when necessary.

Required profile

• Basic PC literacy with keyboard proficiency.
• Understanding of Windows‑based applications and tools.
• Strong problem‑solving and analytical abilities.
• Excellent verbal and written communication skills.
• High school diploma or equivalent.

Required skills

• Windows operating system troubleshooting.
• Hardware diagnostics and repair.
• Software troubleshooting and configuration.
• Use of remote support and desktop diagnostic tools.