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Cebu City, Philippines
Remote only
About NCR VOYIX
L3 Role Summary
The Employee provides expert technical and customer support remotely within the Technical Assistance Center (TAC) environment. The role involves performing Level 3 diagnostics, troubleshooting, and resolution of complex, high-impact, sensitive, and/or undocumented technical issues related to the Employer’s products, services, and supported equipment. The Employee restores stable operations by applying documented procedures, work instructions, and knowledge base articles where available, and by developing and validating workarounds where no documented solution exists, in compliance with applicable service, quality, and information security standards.
The Employee retains end-to-end ownership of assigned and escalated incidents, coordinates resolution across internal expert teams (including engineering/development and other specialized functions where applicable) and external vendors when required, and ensures complete, accurate, and timely documentation in the authorized incident/ticketing system. The Employee contributes to service quality and continuous improvement through knowledge management, mentoring, and quality governance activities.
Duties & Responsibilities (including but not limited to)
Customer Support & Communication
• Communicates with customers via approved channels (telephone, e-mail, chat, and other channels as designated by the Employer).
• Establishes and validates the customer’s right to service in accordance with internal rules and service entitlement policies.
• Collects complete, accurate, and relevant information to define the nature, scope, environment, and business impact of issues, including evidence where applicable (e.g., logs, configuration).
• Provides remote resolutions/stabilization steps or progress updates and confirms restoration of proper operation.
Advanced Diagnostics, Troubleshooting & Service Restoration (Level 3)
• Performs Level 3 diagnostics and service restoration using documented procedures/work instructions/knowledge base when available.
• Troubleshoots complex and undocumented problems and develops/tests validated workarounds consistent with scope and security.
• Reproduces issues where appropriate to support root cause hypothesis and defect identification.
• Uses approved remote access tools and diagnostic utilities securely and efficiently.
Escalation Management & Cross-Functional Coordination
• Receives escalations from Level 1/Level 2 and retains ownership through closure.
• Escalates to internal expert teams (e.g., engineering/development, specialized support, field support / professional services) and/or external vendors when required.
• Prepares escalations with complete context, evidence, reproduction steps (if available), and clear next actions.
Incident Management & Documentation
• Creates/maintains accurate and timely records in the authorized incident/ticketing system, including actions, evidence, outcomes, and next steps.
• Ensures documentation quality supports auditability and effective handovers.
Knowledge Management, Quality & Continuous Improvement
• Authors and improves knowledge articles based on lessons learned.
• Participates in and/or performs quality activities (case/documentation audits, interaction/call monitoring) as assigned.
• Contributes to continuous improvement initiatives and special projects as assigned.
SLA, Quality & Performance
• Monitors assigned ticket queues, prioritizes work effectively, and takes appropriate actions to meet or exceed service level and quality objectives, including response time, resolution time, documentation accuracy, and customer satisfaction.
• Participates in quality assurance activities, such as case or interaction reviews, and provides status updates or reports as requested by the immediate manager.
Collaboration & Knowledge Sharing
• Collaborates within the team and across relevant internal functions to ensure efficient and consistent service delivery.
• Shares knowledge through coaching, shadowing, and active participation in training sessions, team routines, and continuous improvement initiatives.
• Contributes to maintaining and enhancing team capability, consistency, and service quality.
Training, Policies & Compliance
• Completes all mandatory training within required timelines and maintains up to date knowledge relevant to the role.
• Complies fully with the Employer’s internal policies and procedures, including information security, confidentiality and data protection requirements, the Code of Conduct, and core values.
• Adheres to documented procedures, work instructions, and applicable standards while performing all duties.
Professional Conduct & Other Duties
• Performs all responsibilities in a timely, diligent, and professional manner to support the Employer’s operational, service level, and quality objectives.
• Performs other tasks assigned by the immediate manager that are reasonably related to the role and the Employer’s business needs, provided such tasks do not alter the essential nature of the position.
Systems, Tools & Products (Scope and Flexibility)
The Employee uses work procedures, systems, and tools applicable to the team or organizational unit to which the Employee is assigned, as determined by the Employer. These include, but are not limited to, the authorized incident/ticketing system, approved remote access tools, and the applicable knowledge base.
Assigned products, domains, systems, tools, and customer environments are defined in role documentation and may vary over time in line with operational requirements and allocation across teams or clients, without altering the essential nature of the position.
Team Assignment & Organizational Flexibility
In accordance with operational and business needs, the Employer may reassign the Employee between teams, clients, product domains, or internal organizational units within the same role scope. Such reassignment, including organizational changes or redistribution of duties, does not alter the essential responsibilities, scope, or core purpose of the position.
Policies, Compliance & Other Duties (Closing Statement)
The Employee complies with all applicable internal policies and procedures. In addition, the Employee may be required to perform other duties reasonably related to the role and the Employer’s business needs, as assigned by the immediate manager, without altering the essential nature of the position.
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.”
