L2 Support - Spanish Speaker

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.

Position: L2 Support - Spanish Speaker
Location: Belgrade, SRB

Working hours: 1st, 2nd and 3rd Shifts

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:

Position works in high call volume Technical Assistance Center (TAC) environment supporting NCR Voyix's customers (both internal and external) and their analysts in providing problem resolution for NCR Voyix products and services, specifically ALOHA software and other related products/equipment.

• Responsible for ensuring the customer's entitlement of services; Remotely deliver solutions, dispatch service personnel, and when appropriate verify resolution of a customer's issue that has not been escalated; Work directly with the customer to understand the problem, and/or escalate problem to the next level
• Following the documented Remote Incident Management Process, position’s primary responsibility is to perform Level I technical troubleshooting with end-users of PCs and retail point-of-sale devices (depending on account assignment); Reviews incident history to determine recurring faults
• Provide technical phone support on Hospitality products (ALOHA and other), systems and various software products; Provide accurate solutions to user problems to maximize product or system availability; Take ownership of service request from customer and ensure timely and satisfactory resolution of problem
• Escalate both internally and externally when required according to defined Escalation Paths
• Enhance and develop quality support methods and communication skills through coaching feedback, and other developmental approaches
• Assist in the resolution of user and support issues over multiple user sites to ensure timely distribution of knowledge and cause positive impact on user satisfaction; Updates work orders and provides status information
• Research, resolve, and respond to questions received via telephone calls, letters, and callbacks in a timely manner, in accordance with current standards and set targets; Communicate with customers through various means (oral, written, electronic) to remotely resolve customer problem
• Use tools to remotely access customer equipment to diagnose and resolve customer problem; Follow solutions outlined in the knowledge database; Verify resolution of problem with the customer; Record information into the GEMS (incident tracking) system
• Document, verify and make appropriate corrections to the incident record and customer profile; Ensure thorough documentation of problem description and all subsequent activity; Write knowledge articles based on lessons learned in resolving customer issues
• Contribute as a team member; Participate in team meetings and activities; Participate in objective setting, performance management, reward and recognition programs
• Participate in special projects as assigned to continuously improve processes, tools, systems and organization; Coordinate project start up activities
• Maintain technical knowledge and expertise associated with multiple applications and hardware specific to individual customer's solution
• Support less experienced colleagues on the helpdesk through joint working, monitoring, direct feedback and knowledge sharing; Follow all mandatory training courses according to provided timelines
• Record information into the Incident tracking system (GEMS); Conduct GEMS quality audits and Call Monitoring activities through monitoring tool        
• Manage operations during scheduled shifts using on-hand tools and observations     

BASIC QUALIFICATIONS:

• High School Diploma or equivalent
• 0-2 years of experience in Technical Support, Help Desk, IT Support, or a relat