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.
Position Summary & Key Areas of Responsibility
- 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 Qualifications
- 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