Ncr Smb Sw Support

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: NCR SMB SW Support, Technical Support Representative, Level 2

LOCATION: [Belgrade] or [Banja Luka]

GRADE: 08

Type and job description:

- Position works in Technical Assistance Center (TAC) environment supporting NCR's customers (both internal and external) and their analysts in providing problem resolution for NCR products and services and other related products and/or equipment;
- Responsible for ensuring the customer's entitlement of services; Remotely deliver solutions and when appropriate verify resolution of a customer's issue that has not been escalated; Work directly with the customer to understand the problem, and/or escalate problem to Level 3;
- Remotely working and resolving known issues documented in KEBD (Known Errors Data Base) and communicating process and solution with the client;
- Escalating unknown issues and issues out of scope for Level 2 to Level 3, after initial troubleshooting
- Following the documented Remote Incident Management Process, position’s primary responsibility is to perform Level 2 technical troubleshooting of supported point-of-sale devices and other supported equipment (depending on client and Team assignment); Scope of level of support will be described in detail in assigned Team’s Knowledgebase and documentation; Scope of level of support varies from Team to Team;
- Reviews incident history to determine recurring faults;
- Escalate both internally and externally when required in accordance with defined Escalation Paths;
- Enhance and develop quality support methods and communication skills through coaching feedback, and other developmental approaches;
- Assist in the resolution of user and support issues over multiple user sites to ensure timely distribution of knowledge and cause positive impact on user satisfaction; Updates work orders and provides status information;
- Research, resolve, and respond to questions received via telephone calls, letters, and callbacks in a timely manner, in accordance with current standards and set targets; Communicate with customers through various means (oral, written, electronic) to remotely resolve customer problem;
- Use tools to remotely access customer equipment to diagnose and resolve customer problem; Follow solutions outlined in the knowledge database; Verify resolution of problem with the customer; Record information into the Incident tracking) system;
- Document, verify and make appropriate corrections to the incident record and customer profile; Ensure thorough documentation of problem description and all subsequent activity; Write knowledge articles based on lessons learned in resolving customer issues;
- Contribute as a team member; Participate in team meetings and activities; Participate in objective setting, performance management, reward and recognition programs;
- Participate in special projects as assigned to continuously improve processes, tools, systems and organization; Coordinate project start up activities;
- Support less experienced colleagues on the helpdesk through joint working, monitoring, direct feedback and knowledge sharing; Follow all mandatory training courses according to provided timelines;
- Record information into the Incident tracking system; Conduct Incident quality audits and Call Monitoring activities through monitoring tool;

Requirements for the job
- Minimum of IV level of education (per official education categorization by the Ministry of Educ