Helpdesk Agent L1
NCR Corporation
- Beograd
- Stalan
- Puno radno vreme
- Position will provide support to NCR’s Clients, Customer Engineers and partners; Support will include problem identification, analysis, diagnosis and resolution; Presents and gains agreement for problem isolation, solution creation and implementation plans
- Answer incoming phone calls, emails or tickets from clients and field engineers; Monitor the notification and ticket queue screens ; Remotely resolve tickets with a remote resolution opportunity; Dispatch to the appropriate teams for resolution
- Manages incidents to assure contractual SLA’s are met, if SLA is in danger follows the agreed escalation path
- Utilize Knowledge Systems provided by NCR and other vendors as appropriate to identify solutions to known problems; Responsible for ensuring that solutions provided are successful; Customizes and provides business data for knowledge applications; Prepares standard reports
- When no known solution can be identified, responsible for the escalation of issues to other support centers where deeper level skilled personnel are available; Position retains ownership of all escalated problems/issues through to resolution and is responsible for ensuring that NCR Management is informed if resolution to a problem will take longer than contractual
- Work to anticipate internal and external client needs and commitment to customer satisfaction; Monitoring and reacting to events for all customers
- 7/24 operations that include weekend support
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.”