About NCR VOYIX
Position works in high call volume Service Desk environment supporting NCR's small and medium sized customers and their analysts in providing problem resolution for NCR products and services.
Provide technical phone and email support on industry-specific products, systems and numerous software products; Provide accurate and creative solutions to user problems to maximize product or system availability.
Responsible for ensuring the customer's entitlement of services adhere to contract SLAs and the way faults are addressed results in high customer satisfaction ratings; Remotely deliver solutions, work through others to dispatch service personnel; Work directly with the customer to understand and/or escalate the problem to the next level.
Call and incident management. Calls are made and received via Genesys Cloud contact center system. Incidents are managed via the ServiceNow / JIRA ticketing systema. Incidents include the following:
Able to follow through on open cases involving customer inquiries/complaints. Knowledge in troubleshooting hardware/software issues to determine root cause.
Use order system to acquire replacement parts for the customer (when necessary).
Follow standardized departmental policy and procedures for diagnostics, troubleshooting and problem solving under the direction of senior staff.
Integrate established disciplinary knowledge within own specialty area with basic understanding of related disciplines and industry practices.
Gather information from a wide range of sources to resolve problems with unknown solutions including:
Basic Qualifications
Preferred Qualifications
Salary Range:
$65,100.00 - $97,700.00Offers of employment are conditional upon passage of screening criteria applicable to the job.
Full time employee benefits include:
Medical Insurance
Dental Insurance
Life Insurance
Vision Insurance
Short/Long Term Disability
Paid Vacation
401k
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.”