Technical Support Representative

Title: Technical support representative

Location: Cebu, Philippines (on-site)

Summary

Join 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 Responsibilities

• Provide Level 1 support - resolving troubleshoot issues directly through remote access to affected product, services and/or equipment using official tools or indirectly by remotely guiding the customer to perform troubleshooting steps

• Remotely diagnose issues, provide accurate solutions, and dispatch field technicians when required.

• Communicate with customers via phone, email, chat, and remote tools to resolve incidents.

• Follow defined Remote Incident Management processes and document all activities in the incident tracking system.

• Review incident history and identify recurring issues.

• Escalate incidents according to established escalation paths when necessary.

• Contribute to knowledge articles and maintain accurate customer/system documentation.

• Participate in team meetings, coaching, performance programs, and continuous improvement initiatives.

• Support less experienced colleagues through knowledge sharing and joint work sessions.

• Conduct incident quality audits and call monitoring activities.

Required Qualifications

• Previous experience in technical support or customer support role is a plus

• Strong communication, customer service, and customer-handling skills

• Proficiency in English

• Solid technical aptitude and problem-solving ability

• Ability to learn and apply new technical knowledge through training

Shift & Work Arrangement

• 24/7 shift coverage (rotational shifts).

• Onsite position