Customer Support Specialist

About the role

NCR Voyix is seeking a Customer Support Specialist to provide technical assistance to its clients, Customer Engineers, and business partners. Based in Belgrade, the role involves troubleshooting, incident management, and ensuring service level agreements are met while delivering a high‑quality customer experience.

Key responsibilities

• Provide technical support by identifying, analyzing, and resolving issues for NCR clients and partners.
• Respond to inquiries via phone, email, and ticketing systems, monitoring queues and resolving incidents remotely when possible.
• Manage incident lifecycle, ensuring SLA compliance and escalating when targets are at risk.
• Utilize NCR and third‑party knowledge bases to diagnose problems and contribute to knowledge‑sharing initiatives.
• Escalate complex cases to specialized teams, maintaining ownership until resolution.
• Collaborate with internal stakeholders to improve communication and service processes.
• Participate in a 24/7 support environment, including rotating weekend and holiday shifts.

Required profile

• Strong problem‑solving and analytical abilities.
• Customer‑focused mindset with excellent communication skills.
• Ability to prioritize multiple tasks in a fast‑paced setting.
• Capability to work independently and as part of a team.
• Flexibility to operate in a 24/7 support environment.
• High school diploma or equivalent.
• Proficiency in written and spoken English.