Technical Support Representative L1

About the role

NCR Voyix, a global provider of unified commerce platforms for shopping and dining, is hiring a Technical Support Representative L1 in Belgrade, Serbia. The role provides technical support to NCR Voyix clients, Customer Engineers and partners by identifying, analysing, diagnosing and resolving issues, while keeping contractual service levels. The position covers the 2nd and 3rd shifts.

Key responsibilities

• Provide remote support to clients, Customer Engineers and partners, including problem identification, analysis, diagnosis and resolution.
• Lead problem isolation and present recommended solutions and implementation plans aligned with stakeholders.
• Answer incoming phone calls, emails and support tickets from clients and field engineers.
• Monitor notification and ticket queues, resolve issues remotely where possible and dispatch tickets to the right teams.
• Manage incidents so that Service Level Agreements (SLAs) are met, following escalation procedures when SLAs are at risk.
• Use NCR Voyix and vendor knowledge systems to find solutions for known issues.
• Contribute to knowledge management by customising and updating knowledge applications and preparing standard reports.
• Escalate complex issues to specialised teams while keeping ownership until resolved, and inform management of issues likely to exceed contractual time limits.
• Anticipate customer needs, monitor customer-impacting events and ensure timely resolution and service continuity.

Required profile

• Minimum high school diploma or equivalent.
• Excellent verbal and written communication skills in English.
• Willingness to work rotating shifts across the 1st, 2nd and 3rd shifts in a 24/7 environment, including weekends.
• Ability to manage multiple priorities and handle incidents in a fast-paced support setting.