About NCR VOYIX
NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.
Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world’s leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers’ technology systems.
Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today’s competitive landscape.
Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner.
Title: Global SCO Support, Incident Management Analyst
Location: Belgrade, Serbia
Grade: 8
POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:
Position works in medium call volume service desk environment, supporting NCR's Self-Serv Check Out customers and channel partners.
Responsible for responding to customer’s escalations, tracking the progress on them using NEOS, collaborating with multiple parties on closing the escalations off and adequately communicating progress to the stakeholders.
Scheduled reporting by pulling the raw data, applying filtration and distributing to the stakeholders. Produce more complex reports and dashboards focused on incident and telephony metrics, utilizing tools such as Excel, Power BI, Tableau and Genesys
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.
Following Ticket Handling Guide, utilizing OKM articles and applying investigative approach to processing tickets raised internally and externally.
Communicate with customers through various means (oral, written, electronic) to assist Global SCO organization with driving metrics up.
Passively do the quality assurance on tickets processed by organization and communicate improvement opportunities.
Contribute as a team member; Participate in team meetings and activities; Participate in objective setting, performance management, reward, and recognition programs; Assist maintaining the knowledge base and work on continuously improving it.
Participate in special projects as assigned to continuously improve processes, tools, systems, and organization.
Support less experienced colleagues on the team through joint working, monitoring, direct feedback, and knowledge sharing.
Manage operations during scheduled shifts covering 24x7, making use of on-hand tools and observations.
BASIC QUALIFICATIONS:
High School Diploma or equivalent.
Advanced level of spoken and written English language (B2 or C1).
Advanced knowledge of Excel and Power Point.
Basic knowledge of Power BI and Tableau.
0-2 years of related experience.
Advanced knowledge level of Windows OS.
Excellent communication skills at all levels including excellent listening skills.
Possess strong customer support skills, apply strong soft skills and shows understanding of customer’s issues.
Ability to work a flexible schedule (evenings/weekends); Ability to work in a multitask fast paced environment.
Good understanding of opportunity costs and importance of proper processes followed, with the right approach to the cost reduction.
PREFERRED QUALIFICATIONS:
Bachelor’s degree preferred.
2+ years of service desk or data analysis experience.
Experience in providing in-house escalation assistance.
A track record showing initiative leading to positive results.
Offers of employment are conditional upon passage of screening criteria applicable to the job
EEO Statement
Integrated into our shared values is NCR Voyix’s commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.
Statement to Third Party Agencies
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.”