L1 Support • HOS - Customer Operations

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: Technical support specialist - L1 Location: Belgrade, Serbia (on-site) Shifts: 1st, 2nd and 3rd About the Role We are looking for a customer-focused Technical Support Representative to join our Technical Assistance Center (TAC) team. In this role, you will provide remote technical support to customers using NCR Hospitality solutions, including ALOHA and related software and hardware products. You will be responsible for troubleshooting technical issues, ensuring timely resolution of service requests, and delivering an exceptional customer experience in a fast-paced, high-volume support environment. Key Responsibilities Provide Level 1 technical support for hospitality and retail point-of-sale solutions, including ALOHA software and related products. Troubleshoot and resolve customer issues remotely via phone, email, and other communication channels. Diagnose software, hardware, and system-related problems using remote support tools. Take ownership of customer cases and drive them to a timely and satisfactory resolution. Escalate complex issues to appropriate internal or external teams following established escalation procedures. Review incident history to identify recurring issues and support continuous improvement initiatives. Accurately document incidents, troubleshooting steps, resolutions, and customer interactions in Salesforce/Neos. Verify service entitlement and coordinate dispatch of field service personnel when required. Maintain and update customer records, incident logs, and knowledge base articles. Collaborate with cross-functional teams to ensure effective problem resolution and knowledge sharing. Support team objectives, participate in meetings, and contribute to process improvement initiatives. Assist less experienced team members through coaching, mentoring, and knowledge sharing. Perform quality audits and call monitoring activities as required. Monitor operations during scheduled shifts and proactively address service issues. What We're Looking For Strong troubleshooting and problem-solving skills. Excellent verbal and written communication skills. Ability to work effectively in a high-volume, fast-paced environment. Customer-focused mindset with strong attention to detail. Ability to prioritize multiple tasks and manage workload effectively. Team player with a willingness to learn and share knowledge. Preferred Qualifications Experience supporting NCR Hospitality products, including ALOHA. Knowledge of Windows operating systems, networking fundamentals, and remote support tools. Experience in the hospitality, retail, or restaurant technology industry. 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.”