Customer Support Agent L1

About NCR VOYIX

NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide.

Job Title: Customer Support Agent L1

Location: Belgrade, Serbia

Working time: 1st, 2nd and 3rd shift

Position Summary & Key Responsibilities

The position provides technical support to NCR’s clients, Customer Engineers, and partners by identifying, analyzing, diagnosing, and resolving issues. The role requires strong problem-solving skills, customer focus, and the ability to manage incidents while ensuring contractual service levels are maintained.

Key Responsibilities:

• Provide remote support to NCR clients, Customer Engineers, and partners, including problem identification, analysis, diagnosis, and resolution.
• Lead problem isolation activities and present recommended solutions and implementation plans, ensuring alignment with relevant stakeholders.
• Respond to incoming phone calls, emails, and support tickets from clients and field engineers.
• Monitor notification and ticket queues, remotely resolve issues where possible, and dispatch tickets to the appropriate teams when further assistance is required.
• Manage incidents to ensure contractual Service Level Agreements (SLAs) are achieved. Follow established escalation procedures when SLAs are at risk.
• Utilize NCR and vendor-provided knowledge systems to identify solutions for known issues and ensure successful resolution.
• Contribute to knowledge management by customizing and providing business data, updating knowledge applications, and preparing standard reports.
• Escalate complex issues to specialized support teams when no known solution is available, while maintaining ownership of escalated incidents through final resolution.
• Keep NCR Management informed of issues that may require extended resolution times beyond contractual commitments.
• Proactively anticipate internal and external customer needs while maintaining a strong commitment to customer satisfaction.
• Monitor and respond to customer-impacting events to ensure timely resolution and service continuity.

Qualifications & Requirements:

• Minimum high school diploma or equivalent required.
• Excellent verbal and written communication skills in English
• Ability and willingness to work rotating shifts across 1st, 2nd, and 3rd shifts in a 24/7 operational environment.
• Ability to manage multiple priorities, handle incidents, and work effectively in a fast-paced support environment.
• Flexibility to work weekends as part of the rotating schedule.

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 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.”