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: RCC Agent L2

LOCATION: Belgrade

GRADE: 8

NCR is currently seeking candidates for our RCC L2 team.

This role will serve as the single point of contact for NCR technicians, installers and vendors over the phone as well as the customer when required, dealing with hardware, networking and software support and issues reported to the helpdesk via the ticketing system/ email escalations / phone calls.

This role will take ownership and responsibility of an issue from start through to a successful resolution.

Position summary and key areas of responsibility:

Reports to Walmart Supervisor I/ Supervisor II.Position works in high call volume Helpdesk environment supporting NCR client Walmart regarding any installation of equipment.Position will provide hardware / software (dependent on equipment) support to NCR's Customer Engineers and contracted installers on Registers, Controllers, KVM, Zebra, Lexmark, PC’s, Tasco, Signature Pads and NCR Self-checkouts located in Walmart stores; Support will include problem identification, analysis, diagnosis and resolution; Presents and gains agreement for problem isolation, solution creation and implementation plans; coordinates with PMO and IC teams until project conclusion.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.Following the documented Remote Incident Management Process, position’s primary responsibility is to perform Level II technical troubleshooting with end-users of NCR new SCO installations and other outstanding projects; Generates daily and weekly incident reporting; Reviews incident history to determine recurring faults.Enhance and develop quality support methods and communication skills through coaching feedback, and other developmental approachesEscalate both internally and externally when required per defined Escalation PathsPosition 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 agreements require.Answer incoming phone calls from store personnel and field engineers; Monitor the e-mail, notification and ticket queue screens; Remotely resolve tickets with a remote resolution opportunity; Dispatch to NCR Field or third parties.Forms project team, facilitates project binder content, conducts project team meetings, owns meeting minutes and risk/issue documentation and resolution.7/24 operations that include weekend support.Work to anticipate internal and external client needs and commitment to customer satisfaction; Monitoring and reacting to events for all customer.Draw from a large pool of diverse resources or information; Develop new approaches for situations in which standard approaches do not apply; Adjusts to multiple demands, shifting priorities, ambiguity, and rapid change; Accepts and adapts to new or alternative approaches.Contribute as a team member; Participate in team meetings and activities; Participate in objective setting, performance management, reward and recognition programsSupport less experienced colleagues on the helpdesk through joint working, monitoring, direct feedback and knowledge sharing; Follow all mandatory training courses per provided timelines.Perform other corresponding duties and tasks in accordance with his qualifications, as directed by EmployerIncumbent is responsible to attend all company mandated/recommended training courses.Respect NCR procedures, as well as customers internal procedures..

Candidates profile and qualifications:

Good IT backgroundGood interpersonal skills and ability to work well with othersAbility to utilize the applications for support, reporting and documentationExcellent oral and written communication skillsAbility to provide technical support over the phone, good phone skills, professional demeanorGood problem-solving skills; critical thinking; ability to visualize a problem or situation and think abstractly to solve it

Only shortlisted candidates will be invited for an interview.

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.”