Help Desk Representative L1 Bilingual

1 day ago

Belgrade, Central Serbia NCR Corporation Full time

About NCR VOYIX

NCR Voyix Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail and restaurant industries. NCR Voyix transforms retail stores and restaurant systems with comprehensive, platform-led SaaS and services capabilities. NCR Voyix is headquartered in Atlanta, Georgia, with customers in more than 35 countries across the globe.

Position: Help Desk Representative L1 Bilingual

Location: Belgrade, SRB

Job Responsibilities:

  • Position will provide support to NCR's Clients, Customer Engineers and partners.
  • Support will include problem identification, analysis, diagnosis and resolution; Presents and gains agreement for problem isolation, solution creation and implementation plans
  • Answer incoming phone calls, emails or tickets from clients and field engineers.
  • Monitor the notification and ticket queue screens.
  • Remotely resolve tickets with a remote resolution opportunity, Dispatch to the appropriate teams for resolution
  • Manages incidents to assure contractual SLAs are met, if SLA is in danger follows the agreed escalation path
  • Utilize Knowledge Systems provided by NCR and other vendors as appropriate to identify solutions to known problems.
  • Responsible for ensuring that solutions provided are successful; Customizes and provides business data for knowledge applications; Prepares 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; Position retains ownership of all escalated problems/issues through to resolution and is responsible for ensuring that NCR Management is informed if resolution to a problem will take longer than contractual
  • Work to anticipate internal and external client needs and commitment to customer satisfaction; Monitoring and reacting to events for all customers
  • 7/24 operations that include weekend support

Offers of employment are conditional upon passage of screening criteria applicable to the job

EEO Statement

Integrated into our shared values is NCR Voyix's commitment 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.  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.  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.

Statement to Third Party Agencies
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes

"When applying for a job, please make sure to only open emails that you will receive during your application process that come from a  email domain."

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