Service Desk Agent L2

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: Service Desk Agent L2 Location: Serbia, Belgrade Grade: B2 Position Summary & Key Areas of Responsibility Works closely with L1, and directly with customers/technicians (NCR or 3rd Party) on solving known issues with known solutions Works closely with L1, and directly with the customers/technicians to apply solutions on unusual problems Responds to unusual customer special requests May provide service to critical customer accounts or enhanced/ premium service accounts Provides direct remote resolution support Assesses the root cause of problems and informs customers on steps to resolve problems Coordinates engineer work assignments based on volume and availability; requires multiple resources in routinely complex assignments. Acts as mentor for Customer Care Representatives, Service Desk Agents L1 for managing workload and procedures. Handles planning and installation on critical customer accounts or enhanced / premium service accounts Applies diagnostic and troubleshooting scripts, protocols and related systems May develop resource planning and supervisory skills Develops and applies knowledge of: Call center procedures and troubleshooting protocols A small number of product domains or customer specialties Basic Qualifications 12-18 months minimum experience in L1 role Finished technical certification for the specific customer within the team Advanced computer skills Mentoring abilities, training skills Good communication skills Relationship building skills; Excellent communication skills, verbal and written as well as listening skills Problem solving and analytical thinking Preferred Qualifications Data analysis and proficiency in Excel & PPT Root cause analysis and deep understanding of NCR Voyix and Hospitality related products and environments 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.”