Title: Technical support representative
Location: Cebu, Philippines
Summar
yJoin NCR Voyix's Technical Assistance Center (TAC) and be the first line of support for our customers. You'll troubleshoot technical issues, provide exceptional customer care, and help keep our retail, hospitality, financial, and cloud solutions running smoothly
.
Key Responsibiliti
- esProvide Level 1 technical troubleshooting for POS devices and other supported equipmen
- t.Remotely diagnose issues, provide accurate solutions, and dispatch field technicians when require
- d.Communicate with customers via phone, email, chat, and remote tools to resolve incident
- s.Follow defined Remote Incident Management processes and document all activities in the incident tracking syste
- m.Review incident history and identify recurring issue
- s.Escalate incidents according to established escalation paths when necessar
- y.Contribute to knowledge articles and maintain accurate customer/system documentatio
- n.Participate in team meetings, coaching, performance programs, and continuous improvement initiative
- s.Support less experienced colleagues through knowledge sharing and joint work session
- s.Conduct incident quality audits and call monitoring activitie
s.
Required Qualificati
- ons12 years of experience in technical support or similar ro
- le.Strong communication, customer service, and customerhandling skil
- ls.Functional proficiency in required foreign languages based on customer nee
- ds.Solid technical aptitude and problemsolving abili
- ty.Ability to learn and apply new technical knowledge through traini
ng.
Shift & Work Arrange
- ment24/7 shift coverage (rotational shif
- ts).Onsite posit
ion.
