Technical Support Level 1
Full-time
NCR Voyix
About NCR VOYIX NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide.
- Provide Level 1 support - resolving troubleshoot issues directly through remote access to affected product, services and/or equipment using official tools or indirectly by remotely guiding the customer to perform troubleshooting steps
- Remotely diagnose issues, provide accurate solutions, and dispatch field technicians when required.
- Communicate with customers via phone, email, chat, and remote tools to resolve incidents.
- Follow defined Remote Incident Management processes and document all activities in the incident tracking system.
- Review incident history and identify recurring issues.
- Escalate incidents according to established escalation paths when necessary.
- Contribute to knowledge articles and maintain accurate customer/system documentation.
- Participate in team meetings, coaching, performance programs, and continuous improvement initiatives.
- Support less experienced colleagues through knowledge sharing and joint work sessions.
- Conduct incident quality audits and call monitoring activities.
- Previous experience in technical support or customer support role is a plus
- Strong communication, customer service, and customer-handling skills
- Proficiency in English
- Solid technical aptitude and problem-solving ability
- Ability to learn and apply new technical knowledge through training
- 24/7 shift coverage (rotational shifts).
- Onsite position
Vacancy posted 20 hours ago
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