Customer Support Agent - English Speaker

Location: Belgrade, SRB (Hybrid)

24/7 operations that include weekend support

Position will provide support to NCR’s Clients, Customer Engineers and partners; Support will include problem identification, analysis, diagnosis and resolution; Presents and gains agreement for problem isolation, solution creation and implementation plans
Answer incoming phone calls, emails or tickets from clients and field engineers; Monitor the notification and ticket queue screens; Remotely resolve tickets with a remote resolution opportunity; Dispatch to the appropriate teams for resolution
Manages incidents to assure contractual SLAs are met, if SLA is in danger follows the agreed escalation path
Utilize Knowledge Systems provided by NCR and other vendors as appropriate to identify solutions to known problems; Responsible for ensuring that solutions provided are successful; Customizes and provides business data for knowledge applications; Prepare standard reports
When no known solution can be identified, responsible for the escalation of issues to other support centers where deeper level skilled personnel are available; Position retains ownership of all escalated problems/issues through to resolution and is responsible for ensuring that NCR Management is informed if resolution to a problem will take longer than contractual
Work to anticipate internal and external client needs and commitment to customer satisfaction; Monitoring and reacting to events for all customers

Candidates should possess a minimum High School degree or equivalent.
Candidates are expected to have excellent communication and interpersonal skills.
Candidates are expected to have basic computer knowledge.