Technical Support Representative L1

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. Position Summary As a Technical Support Specialist, you will be responsible for providing high-quality support to clients, field engineers, and business partners. You will troubleshoot technical issues, coordinate resolutions, and ensure service levels are consistently met while delivering an excellent customer experience. Key Responsibilities Provide technical support to clients, Customer Engineers, and partners through effective problem identification, analysis, diagnosis, and resolution. Handle incoming requests via phone, email, and ticketing systems, ensuring timely and accurate responses. Monitor ticket queues, resolve issues remotely whenever possible, and coordinate with the appropriate teams when escalation is required. Manage incidents in line with contractual Service Level Agreements (SLAs), following established escalation procedures when necessary. Utilize internal knowledge bases and support tools to identify and implement effective solutions to known issues. Maintain ownership of customer issues from initial contact through resolution, including cases escalated to higher-level support teams. Prepare reports and contribute to the continuous improvement of knowledge management resources. Proactively anticipate customer needs and demonstrate a strong commitment to customer satisfaction. Monitor system events and service alerts across customer environments and take appropriate action. Work collaboratively with internal teams to ensure efficient issue resolution and service delivery. Participate in a 24/7 support environment, including rotational weekend shifts. What We're Looking For Strong problem-solving and analytical skills. Excellent communication skills and a customer-focused mindset. Ability to work effectively in a fast-paced, team-oriented environment. Experience with technical support, help desk, or customer-facing roles is an advantage. Comfortable working in a rotating shift schedule, including weekends. 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.”