L1 Support Helpdesk Agent (Belgrade)

About the role

The L1 Support Helpdesk Agent provides first‑line technical assistance to NCR Voyix customers, handling a high volume of inbound requests via phone, chat and email. The role is focused on remote troubleshooting of point‑of‑sale (POS) equipment, PCs, printers, scales and related devices, ensuring timely resolution and customer satisfaction.

Key responsibilities

• Receive and triage high‑volume support calls, chats and emails.
• Perform Level I technical troubleshooting on POS systems, PCs, printers, scales and other retail hardware.
• Remotely access customer equipment, diagnose issues and apply solutions using the knowledge database.
• Dispatch field engineers when on‑site intervention is required and verify issue resolution.
• Generate daily and weekly incident reports and track recurring faults.
• Escalate complex problems according to defined escalation paths and coordinate with third‑party vendors.
• Maintain accurate ticket records, update work orders and communicate status to customers.
• Participate in team meetings, share knowledge and contribute to continuous improvement of support processes.

Required profile

• Strong customer‑service orientation with the ability to handle high call volumes.
• Excellent communication skills in English, both written and verbal.
• Ability to follow documented Remote Incident Management processes.
• Detail‑oriented with a focus on accurate documentation and ticketing.
• Team player who actively participates in meetings and knowledge‑sharing activities.

Required skills

• Point of Sale (POS) system troubleshooting.
• PC hardware and operating system support.
• Printer and scale configuration and repair.
• Remote access tools for equipment diagnostics.
• Ticketing system usage for incident tracking.

What we offer

• Opportunity to work with a global leader in unified commerce.
• Remote work environment with occasional on‑site dispatches.
• Professional development and coaching to enhance technical and communication skills.