Title: Technical support representative
Location: Cebu, Philippines
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 technical troubleshooting for POS devices and other supported equipment.
- 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:
- 1–2 years of experience in technical support or similar role.
- Strong communication, customer service, and customer-handling skills. Functional proficiency in required foreign languages based on customer needs. 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
