- Location
- Belgrade Campus, Serbia
- Type
- Full-time
- Department
- IT
- Experience
- 1+ years
- Education
- Associate
- Source
- Workday
Description
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.
Job Title: Technical Support Specialist
Location: Belgrade, Serbia
About the Role
We are looking for a Helpdesk Support Specialist to join our team and provide technical assistance to NCR customers and internal users. In this role, you will support users remotely, troubleshoot technical issues, and ensure a high level of customer satisfaction through effective problem resolution.
You will work in a high-volume support environment, handling requests through phone, chat, and email while collaborating with internal teams and third-party vendors when needed.
Key Responsibilities
- Provide Level 1 technical support to end-users for Point of Sale (POS) equipment, PCs, printers, scales, and other hardware and software solutions.
- Deliver remote troubleshooting and problem resolution while ensuring excellent customer service and satisfaction.
- Act as the main point of contact for service requests, taking ownership of issues from initial report through successful resolution.
- Diagnose technical problems using remote access tools, knowledge databases, and established troubleshooting procedures.
- Verify solutions with customers and ensure issues are fully resolved.
- Escalate complex incidents internally or externally according to defined escalation procedures.
- Work closely with customers to understand issues and provide accurate, creative solutions.
- Document all incidents, troubleshooting steps, and resolutions accurately within the ticketing system (ServiceNow).
- Maintain detailed customer profiles and incident records.
- Analyze incident history to identify recurring problems and support continuous improvement.
- Generate daily and weekly incident reports.
- Keep customers informed about the status of their requests and provide timely updates.
- Support multiple customer locations and contribute to knowledge sharing across the team.
- Participate in team meetings, training sessions, performance improvement activities, and special projects.
- Support less experienced colleagues through coaching, collaboration, and knowledge sharing.
- Maintain up-to-date technical knowledge of customer-specific applications, hardware, and support processes.
- Manage daily operations during assigned shifts using available tools and monitoring processes.
Basic Qualifications
- High school diploma or equivalent.
- Fluent English knowledge of English
- Strong technical knowledge of Windows operating systems and Microsoft Office applications.
- Good understanding of internet technologies, applications, protocols, and basic network troubleshooting tools.
- Solid knowledge of PC hardware and peripherals, including printers, scanners, modems, and network cards.
- Excellent communication and active listening skills.
- Strong customer service mindset with the ability to work effectively in a team environment.
- Advanced troubleshooting and problem-solving abilities.
- Ability to work in a fast-paced, multitasking environment.
- Flexibility to work different shifts, including evenings and weekends.
Preferred Qualifications
- Associate degree or equivalent technical education preferred.
- 1+ year of experience in a call center, helpdesk, or technical support environment.
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 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 @ncrvoyix.com email domain.”
