Job title: Customer Support Agent - Help Desk Agent L1

Location: Belgrade, RS (office based)

24/7 operations that include weekend support (on rotation).

Multiple positions available.

Works directly with customers to resolves recurring or standard problems
Works directly with NCR Voyix and 3rd party Vendor technicians to resolve HW or SW problems
Provides daily and weekly incident tracking sheets to report on performance
Reviews incident history to determine recurring faults
Provides technical support and assistance to clients and businesses regarding hardware and software issues
Provides support with installing, configuring, and updating hardware and software, as well as fixing any issue related to the equipment that may come up on a daily basis
Allocates engineer appointment times for jobs requiring multiple resources on-site
Updates work orders and provides status information
Assigns and distributes workload to meet SLA’s
May respond to escalated calls
Participates in product set or customer base training
May implement remote fixes relying on guided search for diagnosis across multiple products
Applies troubleshooting checklists
Acquires and applies knowledge of troubleshooting techniques and desktop diagnostic tools

Basic PC literacy; Keyboard proficiency; Understanding of Windows-based applications/tools
Problem solving and analytical skills.
Relationship building skills; Excellent communication skills, verbal and written as well as listening skills
Previous experience preferred but not required