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: Payments Gateway Support L1 LOCATION: Banja Luka GRADE: 07 Job Summary: + Working in our Technical Assistance Center (TAC) as a Software Support Specialist, Level 1, requires you to provide technical support to NCR customers and their representatives, with the goal to resolve issues with NCR products and equipment. You will be using existing tools to deliver resolutions remotely, coordinating with the existing internal teams and ensuring that customers receive prompt and accurate resolutions to their problems. Job description: + Responsible for providing support to service-entitled customers. + Deliver remote resolutions, and status updates to reported issues while working directly with the customer using existing tools such as email, phone, and chat. + Provide technical support for Hospitality, Retail, Banking and/or Cloud NCR supported products, systems, and other related software instances. + Review incident history to determine recurring faults and trends. + Use existing and current tools to remotely access customer environments to diagnose and resolve reported problems. + Record detailed work notes/logs using the most current incident management system. + Coordinate with dispatch services and other internal teams to the ensure timely resolution of customer-reported problems. + Escalate problems to the next level if unable to resolve them in a timely manner by following existing and pre-defined internal and external escalation paths. + Follow documented processes that fall within the Level 1 technical troubleshooting scope of supported equipment; the scope varies from team to team and is described in a team’s existing knowledge base. + Provide accurate solutions to user problems and take ownership of service requests to ensure timely reactions in accordance with internally defined KPIs. + Enhance and develop the quality of support methods and communication skills through feedback. + Assist and ensure knowledge distribution among customers and teammates by writing knowledge articles based on lessons learned. + Participate in team meetings, performance management, and any special projects assigned. + Maintain and further develop technical knowledge and expertise associated with multiple applications and hardware specific to customers’ solutions. + Follow all mandatory training courses according to provided timelines and deadlines and ensures security standards and protocol compliance. + Performs all other tasks at the manager’s request. Qualifications & Requirements: + Minimum IV level of education as per official education categorization by the Ministry of Education of the Republic of Srpska or equivalent. + No previous work experience required but experience in similar roles is a plus. + Existing customer handling skills. + Communicational level and knowledge of the English language is a must, and knowledge of any other foreign languages is a benefit. + Aptitude towards problem-solving and logical thinking. + Strong work ethic and professional communication. Previous background, knowledge and/or experience with hardware and software is a benefit. 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.” Help us run the world's top brands. At NCR Voyix (http://www.ncr.com/) , we specialize in turning routine transactions into meaningful connections. With a rich history (http://www.ncr.com/about/history) of innovation, we've been at the forefront of problem-solving through technology. Operating globally in over 30 countries, we lead in Retail, Restaurant, Digital banking, and Payments. Our solutions optimize banking operations, streamline restaurant services, enhance retail interactions, and foster trust through secure payment systems. We take pride in our strong culture (http://www.ncr.com/about) and a history of providing robust career paths. Come work for a leading technology company where you can grow your career. Join us and be part of revolutionizing transactions across these pivotal industries.