Technical Support Specialist

4 days ago

Belgrade, Serbia beBeeSupport Full time
Job Description
NCR Voyix transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities. The company is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries.

Key Responsibilities:
Provide support to clients, customer engineers and partners; Identify problems, analyze and diagnose issues, and create implementation plans; Present and gain agreement for problem isolation, solution creation and implementation plans

Required Skills and Qualifications:
Answer incoming phone calls, emails or tickets from clients and field engineers; Monitor notification and ticket queue screens; Remotely resolve tickets with a remote resolution opportunity; Dispatch to the appropriate teams for resolution;
Manage incidents to assure contractual SLAs are met, if SLA is in danger follow the agreed escalation path;
Utilize Knowledge Systems provided by NCR and other vendors as appropriate to identify solutions to known problems; Ensure that solutions provided are successful; Customize and provide business data for knowledge applications; Prepare standard reports;
When no known solution can be identified, responsible for the escalation of issues to other support centers where deeper level skilled personnel are available;

Benefits:
24/7 operations that include weekend support; Offers of employment are conditional upon passage of screening criteria applicable to the job;

EEO Statement:
NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential.

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