L1 Support

About the role

The L1 Support position provides first‑line assistance to NCR Voyix clients, customer engineers, and partners. You will diagnose, resolve, and coordinate technical issues while ensuring service level agreements are met.

Key responsibilities

• Answer incoming phone calls, emails, and ticket requests from clients and field engineers.
• Monitor notification and ticket queues and prioritize work.
• Perform remote troubleshooting and resolve tickets when possible.
• Dispatch tickets to appropriate internal teams when escalation is required.
• Manage incidents to meet contractual SLA targets and follow escalation paths when needed.
• Utilize NCR and vendor knowledge bases to identify known solutions.
• Customize and provide business data for knowledge applications and generate standard reports.
• Escalate unresolved issues to higher‑level support centers and retain ownership until resolution.
• Communicate with management regarding any delays beyond contractual expectations.
• Monitor events and provide 24/7 support, including weekends.

Required profile

• Ability to work in a 24/7 operational environment.
• Strong commitment to customer satisfaction and proactive problem solving.
• Willingness to follow defined escalation procedures and service agreements.

Required skills

What we offer

• Opportunity to work with a global leader in unified commerce.
• Access to extensive knowledge systems and training resources.
• Collaborative environment focused on continuous improvement.