L2 Support – Spanish Speaker

About the role

The L2 Support – Spanish Speaker role provides technical assistance to NCR Voyix customers in a high‑volume Technical Assistance Center. Working from Belgrade, you will remotely troubleshoot hospitality‑focused products such as ALOHA and related point‑of‑sale equipment, ensuring timely resolution for Spanish‑speaking users.

Key responsibilities

• Handle inbound calls, emails and callbacks from internal and external customers, delivering Level I technical troubleshooting for PCs and retail POS devices.
• Follow the Remote Incident Management Process, document incidents in the GEMS system and verify resolutions with customers.
• Escalate complex issues according to defined escalation paths and coordinate dispatch of service personnel when required.
• Review incident histories to identify recurring faults and contribute to knowledge‑base updates.
• Maintain accurate work orders, status updates and detailed incident records.

Required profile

• Fluent Spanish speaker with strong written and verbal communication skills in English.
• Ability to work 1st, 2nd or 3rd shift in a call‑center environment.
• Customer‑focused attitude with a proactive approach to problem solving.

Required skills

• Experience with ALOHA hospitality software.
• Proficiency using GEMS incident tracking system.
• Knowledge of remote access tools for diagnosing equipment.
• Technical troubleshooting of PCs and retail point‑of‑sale devices.