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: SW TAC Hospitality - Helpdesk Representative (II)

LOCATION: Belgrade

GRADE: 7

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:

Position works in Technical Assistance Center (TAC) environment by remotely providing Second level (Level 2) remote support to NCR's customers (both internal and external) for supported NCR (and/or other supported 3rd party) products, services, and equipment.

Position is responsible for successfully completing initial and all subsequent additional internal or external technical, administrative, procedural, communicational and customer handling/care trainings, coaching and courses after which is considered trained and familiarized with all duties, responsibilities, processes and procedures of the position.

Position is responsible for being fully familiar and compliant with all current duties, responsibilities, processes and procedures of the position through following all official channels of communication including but not limited to: knowledgebase repositories, CRMs, physical and digital documents, email, electronic and verbal directives from the leadership, etc.

Position is responsible for being fully familiar and compliant with all required and applicable NCR global procedures, training, Core Shared Values compliance, Code of Conduct, Security Awareness, Rulebook, labor law and labor regulations and any other procedure applicable to the position.

Position is part of the Team consisting of variable number of same or similar positions, performing/having same or similar duties, responsibilities, processes and procedures. 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.

Position’s primary duties and responsibilities consist of:

• Communicating with customers through various inbound and outbound official channels of communication (e.g. email, IM chat, phone, live, etc.)

• Identifying the issue by successfully identifying the customer and their level of entitlement, identifying the affected product, services and/or equipment and identifying the nature of the issue itself.

• Gathering detailed and precise information about the issue.

• Recording the call/issue through call/incident Tracking Systems by investigating the history of the issue (on both product level and customer level) and by creating new tracking incident or updating the existing one. Thoroughly, precisely and accurately document the issue.

• Reviews incident history to determine recurring faults.

• Working on resolving (and subsequently closing) the assigned incident, primarily incidents created personally during the ongoing communication with the customer (or immediately after the call) and secondary from monitoring the assigned queues in the Incident Tracking Systems (e.g. backlog queues, queue of incidents created by Level 1 Support, voicemail/callback queues, priority queues, predictive queues, auto-generated queues, etc.)

• If the incident is information request to which the customer is entitled to (e.g. inquiry about products, services and equipment, their functionality, features, operation instructions, status update of the existing issue/incident, etc.), providing the requested information

• If the incident is an issue with supported product, services and/or equipment, resolving the issue by restoring the supported product, services and/or equipment to normal operating condition (or as close to normal operating condition as possible) through following official processes and procedures.

• If possible and required, reproducing the issue either in laboratory conditions or on affected site using remote access.

• Troubleshooting issue directly through remote access to affected product, services and/or equipment using official tools or indirectly by remotely guiding the customer to perform troubleshooting steps. Verify resolution of the problem.

• Ensuring full Level 2 troubleshooting has been performed per current documentation and procedures and escalating to Level 3 Support if troubleshooting did not resolve the issue, is outside of the Level 2 scope or is previously not encountered and not covered with the documentation and procedures.

• Receiving and handling escalations from other teams entitled to send escalations to Level 2 Support, including but not limited to: Account Support, Level 1 Support, Sales, Field Support, other Teams receiving support requests intended for Team position is assigned to, etc.

• Prepares and sends escalations to other teams entitled to receive escalations from level 2 Support, including but not limited to: Level 3 support, Field Support, more specialized Level 2 Teams, Account Support, Sales, etc.

• Ensuring customer satisfaction through following any and all other duties by following Customer Care/Satisfaction Protocols

Position’s other duties include but are not limited to:

• Ensuring required level of quality, quantity and efficiency of work

• Ensuring required level of accountability, responsibility, work ethics, etc.

• Ensuring required level of teamwork, office discipline, communication and behavior

• Improve/Enhance Team’s support processes and procedures by contributing in process optimization, either directly through active participation (e.g. writing knowledge articles based on lessons learned in resolving customer issues) or indirectly through documenting the resolution methods in incident Tracking Systems

• Work on personal improvement through reviewing and analyzing provided feedback, improving available improvement points, applying learning opportunities, optimizing workflow and improving required skills and knowledge

• Contribute as a team member, participate in team meetings and activities, participate in Team and personal objective setting, performance management, reward and recognition programs.

• Participate in special projects as assigned by leadership by performing duties relevant to the business operation that differ from the primary work duties and responsibilities.

• Support less experienced colleagues in the Team through joint working, monitoring, coaching, training, direct feedback and knowledge sharing.

BASIC QUALIFICATIONS:

High School Diploma or equivalent

0-2 years of related experience

Advanced knowledge level of Windows XP/Vista/7/8/10; Advanced knowledge of the Internet including applications and protocols as well as standard network monitoring and analyzing tools; Advanced trouble-shooting skills with MS Office and standard applications (Virus Scanner, Adobe, Zip); Advanced knowledge of the software structuring, configuration, file organization; Ability to read and analyze program logs

High level knowledge of PC hardware equipment and utilization (printers, scanners, modems, network cards, monitors)

Excellent communication skills at all levels including excellent listening skills in English language, plus any additional language required for the position.

Possess strong customer service skills and be able to work in a dynamic team environment

Advanced problem solving and troubleshooting skills

Ability to work a flexible schedule (evenings/weekends); Ability to work in a multitask fast paced environment

PREFERRED QUALIFICATIONS:

Associate degree preferred

2+ years of call center experience

Experience in providing in-house escalation assistance

A track record showing initiative leading to positive results.

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.”

Help us run the world's top brands.

At NCR Voyix (http://www.ncr.com/) , we specialize in turning routine transactions into meaningful connections. With a rich history (http://www.ncr.com/about/history) of innovation, we've been at the forefront of problem-solving through technology. Operating globally in over 30 countries, we lead in Retail, Restaurant, Digital banking, and Payments. Our solutions optimize banking operations, streamline restaurant services, enhance retail interactions, and foster trust through secure payment systems.

We take pride in our strong culture (http://www.ncr.com/about) and a history of providing robust career paths. Come work for a leading technology company where you can grow your career. Join us and be part of revolutionizing transactions across these pivotal industries.