Customer Support Agent (Level 1) – Italian Speaker

About the role

We are looking for a Level 1 Customer Support Agent who is fluent in Italian and English to join our team in Belgrade. The role involves providing first‑line technical assistance for hardware and software issues to NCR Voyix customers.

Key responsibilities

• Resolve recurring or standard customer problems and collaborate with NCR and third‑party vendor technicians to address hardware or software faults.
• Maintain daily and weekly incident tracking sheets, review incident history, and identify recurring issues.
• Assist clients with installation, configuration, updates and troubleshooting of hardware and software.
• Schedule engineer appointments, update work orders, and provide status information to meet SLA requirements.
• Respond to escalated calls, participate in product or customer‑base training, and apply troubleshooting checklists and remote fix procedures.

Required profile

• Fluent in Italian and English (both written and spoken).
• High school diploma or equivalent.
• Strong problem‑solving, analytical and communication skills.

Required skills

• Proficiency with Windows‑based applications and tools.
• Experience using desktop diagnostic tools for hardware and software troubleshooting.
• Keyboard proficiency and basic PC literacy.