L1 SaaS Application Support Representative

Job 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. Title: L1 SaaS Application Support Representative Location: Belgrade, Serbia Grade: B1 Shifts rotations are included Summary: We are looking for a customer-focused L1 SaaS Application Support Representative to provide first-line support for cloud-based applications. The role involves troubleshooting user issues, managing access requests, and delivering an excellent customer experience. Key Responsibilities: Respond to customer requests via ticketing systems, email, and phone. Troubleshoot SaaS application issues using established procedures and knowledge articles. Manage incidents, service requests, and basic configuration changes. Assist users with account access, password resets, user provisioning, roles, and permissions. Provide guidance on application features, onboarding, and general usage. Document troubleshooting steps and resolutions accurately. Escalate complex issues to L2/L3 support teams when needed. Keep customers informed throughout the support process. Required Knowledge: Basic understanding of SaaS applications and cloud environments. Familiarity with Microsoft 365, Azure or GCP, SSO, MFA, and IAM. Basic knowledge of web browsers, DNS, authentication, and user access management. Understanding of REST APIs and integrations is a plus. Skills & Qualifications: Strong customer service, communication, and troubleshooting skills. Ability to explain technical concepts to non-technical users. Strong attention to detail and documentation. Ability to prioritize and manage multiple cases. 0-2 years of experience in SaaS, Technical Support, Help Desk, or Customer Support. Experience with cloud applications and ticketing tools (ServiceNow, Salesforce, Zendesk, Jira, etc.) is an advantage. 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.”