Technical Support Agent L1

About the role

NCR Voyix, a global provider of unified commerce platforms for shopping and dining, is hiring a Technical Support Agent L1 in Belgrade, Serbia. This is an onsite position working in 24/7 shifts. The agent supports projects within the portfolio, resolves issues for customers and field engineers, and escalates unresolved problems to specialist support centers.

Key responsibilities

• Support projects to completion and help the project team deliver them in line with agreed objectives and requirements.
• Use knowledge systems and repositories to find solutions to known problems and take ownership of issues until they are resolved.
• Escalate issues to specialist support centers when no known solution exists, keeping ownership until resolution and informing management if resolution will take longer than expected.
• Verify incoming documentation, select procedures for uncommon cases, and track progress accurately and on time.
• Handle support requests by phone, e-mail and ticket, and resolve issues remotely or redirect them to the right teams.
• Use tools to access customer equipment, apply configurations, follow knowledge-base solutions, verify fixes with the customer and record everything in the database.

Required profile

• Fluency in English, written and spoken.
• Willingness to work in shifts.
• Problem-solving skills.
• Team player and people-oriented.