Customer Support L2

4 weeks ago

Belgrade, Central Serbia NCR VOYIX Full time

We are seeking a Customer Support L2 professional to join our team in Belgrade, Serbia. This role requires strong technical knowledge and excellent communication skills to resolve customer issues promptly and efficiently.

About NCR VOYIX

NCR VOYIX is a leading global provider of digital commerce solutions for the retail, restaurant, and banking industries. We transform stores, restaurants, and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.

  • We create exceptional consumer experiences in partnership with the world's leading retailers, restaurants, and financial institutions.
  • We leverage our expertise, R&D capabilities, and unique platform to help navigate, simplify, and run our customers' technology systems.

Key Responsibilities:

  • Serve as the single point of contact for NCR technicians over the phone and the customer when required.
  • Deal with hardware support and issues reported to the helpdesk via the remedy system, email escalations, and phone calls.
  • Take ownership and responsibility of an issue from start to a successful resolution.
  • Escalate issues and involve NOC, FS, and other vendors wherever required to resolve issues as quickly as possible.
  • Foster a team work environment to create a synergistic and efficient team.
  • Work well in a fast-paced environment with deadlines.
  • Investigate and document incident root cause and resolution.
  • Update NEOS/SNOW tickets, escalation emails, and work orders with any and all needed information.
  • Develop a sound understanding of IT operations and related applications and IT systems as well as business-related processes and procedures.
  • Develop technical knowledge of each system within the company profile and specialized knowledge of certain nominated areas.
  • Maintain and consistently demonstrate a general knowledge of company guidelines, processes, practices, and procedures.

Requirements:

  • Knowledge and experience working with and servicing hardware equipment.
  • Preferable knowledge of IT networks.
  • Basic knowledge of US Walmart IT environment.
  • Fluent English (both written and verbal communication).

NCR VOYIX is committed to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. We believe in understanding and respecting differences among all people. Every individual at NCR VOYIX has an ongoing responsibility to respect and support a globally diverse environment.

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