SW Support Specialist II

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.
TILTLE: SW Support Specialist II
GRADE: 7
LOCATION: Belgrade
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 higher levels;
• 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 1 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;
• Provide technical phone, email, chat and/or other kind of support on Hospitality, Retail, Financial and/or Cloud NCR supported products, systems and other related software products; Provide accurate solutions to user problems to maximize product or system availability; Take ownership of service request from customer and ensure timely and satisfactory resolution of problem;
• 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;

• Maintain technical knowledge and expertise associated with multiple applications and hardware specific to individual customer's solution;
• 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;
Basic Qualifications:
Previous experience in technical support and direct customer contact
Previous experience in networking or on System Administration positions is a great advantage.
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.”
About Us

Help us run the world's top brands.
At NCR Voyix , we specialize in turning routine transactions into meaningful connections. With a rich 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

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.

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