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 Agent L2 - Polish Speaker
LOCATION: Belgrade
GRADE: B2
This role will serve as the single point of contact for NCR technicians, installers and vendors over the phone as well as the customer when required, dealing with hardware, networking and software support and issues reported to the helpdesk via the ticketing system/ email escalations / phone calls.
This role will take ownership and responsibility of an issue from start through to a successful resolution.
Position summary and key areas of responsibility:
Position will provide hardware / software support to NCR's Customer Engineers and contracted installers. Support will include problem identification, analysis, diagnosis and resolution; Presents and gains agreement for problem isolation, solution creation and implementation plans; coordinates with PMO and IC teams until project conclusion.
Utilize Knowledge Systems provided by NCR and other vendors as appropriate to identify solutions to known problems; Responsible for ensuring that solutions provided are successful; Customizes and provides business data for knowledge applications.
Following the documented Remote Incident Management Process. Generates daily and weekly incident reporting; Reviews incident history to determine recurring faults.
Enhance and develop quality support methods and communication skills through coaching feedback, and other developmental approaches
Escalate both internally and externally when required per defined Escalation Paths
Position retains ownership of all escalated problems/issues through to resolution and is responsible for ensuring that NCR Management is informed if resolution to a problem will take longer than contractual agreements require.
Answer incoming phone calls from store personnel and field engineers; Monitor the e-mail, notification and ticket queue screens; Remotely resolve problems with a remote resolution opportunity; Dispatch to NCR Field or third parties.
Forms project team, facilitates project binder content, conducts project team meetings, owns meeting minutes and risk/issue documentation and resolution.
7/24 operations that include weekend support.
Work to anticipate internal and external client needs and commitment to customer satisfaction; Monitoring and reacting to events for all customer.
Draw from a large pool of diverse resources or information; Develop new approaches for situations in which standard approaches do not apply; Adjusts to multiple demands, shifting priorities, ambiguity, and rapid change; Accepts and adapts to new or alternative approaches.
Perform other corresponding duties and tasks in accordance with his qualifications, as directed by Employer
Incumbent is responsible to attend all company mandated/recommended training courses.
Respect NCR procedures, as well as customers internal procedures..
Candidates profile and qualifications:
Good IT background
Fluent in Polish and English language
Good interpersonal skills and ability to work well with others
Ability to utilize the applications for support, reporting and documentation
Excellent oral and written communication skills
Ability to provide technical support over the phone, good phone skills, professional demeanor
Good problem-solving skills; critical thinking; ability to visualize a problem or situation and think abstractly to solve it
Offers of employment are conditional upon passage of screening criteria applicable to the job
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