Customer Support Agent L1 – Italian Speaker

About the role

The Customer Support Agent L1 provides first‑line technical assistance to NCR Voyix customers, handling recurring hardware and software issues. The role requires fluent communication in Italian and English and focuses on timely resolution and incident tracking.

Key responsibilities

• Resolve standard hardware and software problems directly with customers and coordinate with NCR and third‑party technicians.
• Maintain daily and weekly incident tracking sheets and review incident history to identify recurring faults.
• Install, configure, update, and troubleshoot equipment, allocating engineer appointments when multiple resources are needed.
• Update work orders, provide status information, and ensure workload distribution meets SLA requirements.
• Respond to escalated calls, participate in product and customer training, and apply troubleshooting checklists and remote diagnostic tools.

Required profile

• Fluent in Italian and English, both written and spoken.
• High school diploma with basic PC literacy and keyboard proficiency.
• Strong problem‑solving, analytical, and relationship‑building abilities.
• Excellent verbal, written, and listening communication skills.

Required skills

• Windows‑based applications and tools.
• Hardware and software troubleshooting techniques.
• Use of desktop diagnostic tools and guided search for remote fixes.