About NCR VOYIX

NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.

Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world’s leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers’ technology systems.

Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today’s competitive landscape. 

Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner.

Title: Customer Support L2 Agent

Grade: 8

Location: Belgrade

Position will provide support to NCR Voyix Clients, NCR Voyix Customer Engineers and partners ; Support will include problem identification, analysis, diagnosis and resolution; Presents and gains agreement for problem isolation, solution creation and implementation plans.Answer incoming phone calls, emails or tickets from clients and field engineers; Monitor the notification and ticket queue screens;  Dispatch incidents to the appropriate teams for resolutionManages incidents to assure contractual SLA’s are met, if SLA is in danger follows the agreed escalation pathRemote support to Field Engineers, FSC and Customer Account TeamsOwnership and tracking of aged calls, suspended calls, where down to technical reasonsEvaluation of Back order calls, providing alternative solution where possibleProactive monitoring of calls for extended fix, intervention, and identification if technical support is requiredUtilize Knowledge Systems provided by NCR Voyix and other vendors as appropriate to identify solutions to known problems; Responsible for ensuring that solutions provided are successful;When no known solution can be identified, responsible for the escalation of issues to other support centers where deeper level skilled personnel are available; Position retains ownership of all escalated problems/issues through to resolution and is responsible for ensuring that Clients  are informed of all taken actionsMonitor the dashboard for calls from field engineers, FSC, SMO; Monitor the notification and ticket queue screens; use ES functions to update with actions takenWill be required to work US working hours including night shift

 

BASIC QUALIFICATIONS:

Bachelor’s Degree in a related field1+ years of related experienceProficiency in EnglishAbility to effectively communicate to internal and external customers at all levels while protecting the company's positionAbility to gather, organize and present information in a focused and concise manner and adapt communications to the intended audienceConveys a sense of urgency and drives issues to closureSound and comprehensive communications and diplomacy skills in order to exchange complicated informationAbility to multitask, prioritize, organize large number of details, and make multiple checks to ensure accuracyIntermediate IT skills

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 diversity and 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.”