Job Description
Are you a tech-savvy professional looking to advance your career with a global leader in digital commerce? NCR Voyix is looking for a dedicated Technical Support Representative to join our high-performing team in Cebu. In this role, you will serve as the first point of contact for our international client base, providing critical technical assistance and ensuring seamless operations for their business solutions.
You will play a pivotal role in troubleshooting hardware and software issues, maintaining high levels of customer satisfaction, and acting as a brand ambassador for NCR Voyix. We are looking for individuals who are passionate about problem-solving, possess strong communication skills, and thrive in a fast-paced, collaborative environment.
Responsibilities
- Provide high-quality technical support via phone, email, and chat for global customers.
- Diagnose and resolve hardware and software incidents within established Service Level Agreements (SLAs).
- Document all interactions accurately in the CRM/ticketing system to ensure comprehensive tracking.
- Escalate complex technical issues to Tier 2 or Tier 3 support teams when necessary.
- Collaborate with cross-functional teams to identify recurring issues and suggest proactive solutions.
- Ensure a positive customer experience by maintaining a professional, empathetic, and solution-oriented approach.
- Stay up-to-date with NCR Voyix’s latest product offerings, software updates, and technical troubleshooting protocols.
Qualifications
- Bachelor’s degree in IT, Computer Science, or a related field (or equivalent work experience).
- At least 1-2 years of experience in a technical support or help desk environment.
- Strong understanding of hardware, software, and network troubleshooting principles.
- Exceptional verbal and written communication skills in English.
- Ability to work flexible shifts, including weekends and holidays, to support global time zones.
- Proficiency in using ticketing systems such as Zendesk, ServiceNow, or similar platforms.
- Demonstrated ability to remain calm and efficient under pressure while managing multiple inquiries.