About NCR VOYIX
NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide.
Job Title: Technical Support Specialist
Location: Belgrade, Serbia
Shifts: 1st, 2nd and 3rd
About the Role
We are looking for a Help Desk Support Agent to join our 24/7 Technical Support Team.
As a Help Desk Support Agent, you will provide first-line technical support to customers primarily through phone calls and tickets submitted via the customer application. You will troubleshoot common technical issues, document your work in ServiceNow (SNOW), and escalate cases when additional support is required.
Key Responsibilities
- Provide technical support to customers via phone and customer-submitted tickets.
- Troubleshoot and resolve common hardware, software, and connectivity issues using available tools and procedures.
- Use remote access tools to diagnose and resolve customer issues whenever possible.
- Create, update, and maintain accurate incident records in ServiceNow (SNOW).
- Follow established troubleshooting procedures and knowledge base documentation.
- Escalate unresolved issues to the appropriate internal teams or external support providers.
- Communicate with internal teams and external support partners via email as part of the escalation process.
- Dispatch field technicians when on-site support is required and provide all necessary incident details.
- Keep customers informed about their incident status when appropriate.
- Confirm issue resolution with customers and ensure all relevant information is documented in the ticket.
- Work efficiently in a high-volume support environment while prioritizing incidents according to established procedures.
Basic Qualifications
- High School Diploma or equivalent.
- Good command of English, both written and spoken.
- Basic knowledge of Windows 11 and common desktop applications.
- Basic understanding of PC hardware, peripherals, and common technical issues.
- Strong troubleshooting and problem-solving skills.
- Good communication and customer service skills.
- Ability to follow procedures and accurately document information.
- Ability to work independently as well as collaboratively within a team.
- Ability to work a 24/7 shift schedule, including nights, weekends, and public holidays.
Preferred Qualifications
- Previous experience in Help Desk, Technical Support, or Customer Support.
- Experience working with a ticketing or incident management system, preferably ServiceNow (SNOW).
- Experience using remote support tools.
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.”
