Level 1 Technical Support Specialist

About the role

NCR Voyix, a global provider of unified commerce platforms for shopping and dining, is hiring a Level 1 technical support specialist in Belgrade, Serbia. This is an onsite position with rotating shifts. The role delivers remote solutions, troubleshoots PC and retail point-of-sale devices, and supports hospitality products such as ALOHA.

Key responsibilities

• Ensure customers' entitlement to services and provide remote solutions, dispatch service personnel and verify resolution of non-escalated issues
• Work with customers to understand problems and escalate them when needed
• Perform Level 1 technical troubleshooting with end users of PCs and retail POS devices, following the Remote Incident Management Process
• Review incident history to identify recurring faults
• Provide technical phone support for hospitality products (ALOHA and others), systems and software, and take ownership of service requests
• Escalate internally and externally according to defined escalation paths
• Use tools to remotely access customer equipment, follow knowledge-base solutions, verify resolution and record incidents in the Neos/Salesforce incident tracking system
• Document problems, update work orders, write knowledge articles and share knowledge across sites
• Support less experienced colleagues, take part in team meetings, performance management and special projects, and maintain technical knowledge of the customer's applications and hardware
• Follow mandatory training, conduct Neos/Salesforce quality audits and call monitoring, and manage operations during scheduled shifts