About NCR

NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

Title: SAS Support – Technical Support Agent Level 1
Location: Banja Luka office

Job Summary:

• Working in our Technical Assistance Center (TAC) as a Software Support Specialist, Level 1, requires you to provide technical support to NCR Voyix customers and their representatives, with the goal to resolve issues with NCR Voyix products and equipment. You will be using existing tools to deliver resolutions remotely, coordinating with the existing internal teams and ensuring that customers receive prompt and accurate resolutions to their problems.

Job description:

• Responsible for providing support to service-entitled customers.
• Deliver remote resolutions, and status updates to reported issues while working directly with the customer using existing tools such as email, phone, and chat.
• Provide technical support for Hospitality, Retail, Banking and/or Cloud NCR Voyix supported products, systems, and other related software instances.
• Review incident history to determine recurring faults and trends.
• Use existing and current tools to remotely access customer environments to diagnose and resolve reported problems.
• Record detailed work notes/logs using the most current incident management system.
• Coordinate with dispatch services and other internal teams to the ensure timely resolution of customer-reported problems.
• Escalate problems to the next level if unable to resolve them in a timely manner by following existing and pre-defined internal and external escalation paths.
• Follow documented processes that fall within the Level 1 technical troubleshooting scope of supported equipment; the scope varies from team to team and is described in a team’s existing knowledge base.
• Provide accurate solutions to user problems and take ownership of service requests to ensure timely reactions in accordance with internally defined KPIs.
• Enhance and develop the quality of support methods and communication skills through feedback.
• Assist and ensure knowledge distribution among customers and teammates by writing knowledge articles based on lessons learned.
• Participate in team meetings, performance management, and any special projects assigned.
• Maintain and further develop technical knowledge and expertise associated with multiple applications and hardware specific to customers’ solutions.
• Follow all mandatory training courses according to provided timelines and deadlines and ensures security standards and protocol compliance.
• Performs all other tasks at the manager’s request.

Qualifications & Requirements:

• Minimum IV level of education as per official education categorization by the Ministry of Education of the Republic of Srpska or equivalent.
• No previous work experience required but experience in similar roles is a plus.
• Existing customer handling skills.
• Communication level and knowledge of the English language is a must, and knowledge of any other foreign languages is a benefit.
• Aptitude towards problem-solving and logical thinking.
• Strong work ethic and professional communication.
• Previous background, knowledge and/or experience with hardware and software is a benefit.

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement

Integrated into our shared values is NCR'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 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 has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.