About this Customer Support Specialist role at NCR Voyix
About NCR VOYIX
NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide.
Job Title: Customer Support Specialist
Location: Belgrade, Serbia
Shifts: 2nd and 3rd
Key Responsibilities
Provide technical support to NCR clients, Customer Engineers, and business partners by identifying, analyzing, troubleshooting, and resolving technical issues. Drive problem isolation, develop effective solutions, and secure agreement on implementation plans.
Respond to incoming client and field engineer inquiries via phone, email, and ticketing systems. Monitor ticket queues, remotely resolve incidents whenever possible, and coordinate with the appropriate teams to ensure timely issue resolution.
Manage and track incidents throughout their lifecycle to ensure contractual Service Level Agreements (SLAs) are consistently met. Proactively follow established escalation procedures whenever SLA targets are at risk.
Utilize NCR and third-party knowledge management systems to diagnose issues and identify proven solutions. Contribute to knowledge-sharing initiatives, customize business data for knowledge applications, and prepare standard operational reports.
Escalate complex issues to specialized support teams when no known solution is available. Maintain end-to-end ownership of escalated incidents, ensuring continuous follow-up through resolution and keeping management informed of any potential delays that may impact contractual commitments.
Deliver an exceptional customer experience by anticipating client needs, demonstrating a strong commitment to customer satisfaction, and proactively monitoring system events and incidents across all supported customers.
Collaborate with internal teams and stakeholders to ensure efficient communication, seamless issue management, and continuous service improvement.
Participate in a 24/7 operational environment, including rotating weekend and holiday support as required.
What We're Looking For
- Strong problem-solving and analytical skills
- Customer-focused mindset with excellent communication abilities
- Ability to prioritize and manage multiple tasks in a fast-paced environment
- Ability to work effectively both independently and as part of a team
- Flexibility to work in a 24/7 support environment
- High school diploma or equivalent
- Proficiency in English, both written and spoken
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 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.”
