Service Desk Agent L2

About the role

NCR Voyix, a global provider of unified commerce platforms for shopping and dining, is hiring a Service Desk Agent L2 in Belgrade. The agent works closely with Level 1 support and directly with customers and technicians to solve known and unusual issues, and acts as a mentor for L1 agents.

Key responsibilities

• Solve known issues with known solutions and apply solutions to unusual problems together with L1, customers and technicians
• Handle unusual customer special requests and provide direct remote resolution support
• Assess the root cause of problems and inform customers of the steps to resolve them
• Provide service to critical or premium customer accounts and handle planning and installation on such accounts
• Apply diagnostic and troubleshooting scripts, protocols and related systems
• Coordinate engineer work assignments by volume and availability, and act as mentor for L1 agents on workload and procedures
• May develop resource planning and supervisory skills

Required profile

• 12-18 months minimum experience in an L1 role
• Completed technical certification for the specific customer within the team
• Mentoring and training abilities
• Excellent verbal and written communication and listening skills, and relationship-building skills
• Problem-solving and analytical thinking

Required skills

• Advanced computer skills
• Call center procedures and troubleshooting protocols
• A small number of product domains or customer specialties
• Preferred: data analysis, Excel and PowerPoint, root cause analysis, and deep knowledge of NCR Voyix and hospitality products