Position Summary & Key Areas of Responsibility
- Works directly with customers to resolves recurring or standard problems
- Works directly with NCR Voyix and 3rd party Vendor technicians to resolve HW or SW problems
- Provides daily and weekly incident tracking sheets to report on performance
- Reviews incident history to determine recurring faults
- Provides technical support and assistance to clients and businesses regarding hardware and software issues
- Provides support with installing, configuring, and updating hardware and software, as well as fixing any issue related to the equipment that may come up on a daily basis
- Allocates engineer appointment times for jobs requiring multiple resources on-site
- Updates work orders and provides status information
- Assigns and distributes workload to meet SLA’s
- May respond to escalated calls
- Participates in product set or customer base training
- May implement remote fixes relying on guided search for diagnosis across multiple products
- Applies troubleshooting checklists
- Acquires and applies knowledge of troubleshooting techniques and desktop diagnostic tools
Basic Qualifications
- Proficient in Italian and English, with strong verbal and written communication skills in both languages
- Computer literate, with solid keyboard proficiency and a good understanding of Windows-based applications and tools
- Strong analytical and problem-solving abilities, with a proactive approach to resolving customer issues
- Excellent interpersonal skills, with a focus on relationship building and customer satisfaction
- Effective communicator, skilled in active listening, clear articulation, and professional correspondence
- Educational background: High school diploma (or equivalent)
Upoznaj kompaniju
NCR Voyix Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail and restaurant industries. NCR Voyix transforms retail stores and restaurant systems through experiences with comprehensive, platform-led SaaS and services capabilities. NCR Voyix is headquartered in Atlanta, Georgia, with customers in more than 30 countries across the globe.
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 and restaurants. We leverage our expertise, research and development (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.
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.
NCR Voyix has established a significant presence in Serbia since 2011, employing over 3,500 professionals. Serving as a central hub for both customer support and software development, the company has become an integral part of the local business landscape. This strategic location enables NCR Voyix to deliver high-quality services and innovative solutions to clients worldwide, leveraging the expertise and dedication of its Serbian workforce.
Menadžment kompanije
Beneficije
Balans karijere i privatnog života
Timska atmosfera
Zadovoljstvo projektima
Mogućnost napredovanja
Iskustvo o radu
IT Help Desk / Support
Pozitivno
Velika i kompleksna kompanija u kojoj može mnogo da se nauči, posebno za ljude bez prethodnog korporativnog iskustva. Posao Operations Support Analysta pruža dobar uvid u procese, saradnju sa različitim timovima i rešavanje konkretnih problema. Kolege su generalno spremne za saradnju. Čak i kada niste uvek na istoj talasnoj dužini, u poslovnom smislu postoji spremnost da se pomogne, podeli znanje i da se problem reši uz konstruktivan feedback. To je značajna prednost. Menadžerska podrška postoji, ali nije uvek proaktivna. Nekad ćete dobiti pomoć odmah, a nekad je potrebno dodatno insistiranje i podsećanje. Ipak, uz upornost, stvari se pomeraju. Kompaniju bih preporučio ljudima koji žele da nauče osnove korporativnog rada, da se profesionalno oblikuju i steknu iskustvo u operativnim ulogama, podršci i saradnji sa klijentima.
Zamerke
Firmu sam napustio isključivo zbog preniske plate, koja nije bila dovoljna za skroman život u Beogradu. Tražio sam povećanje, ali je zahtev odbijen uz obrazloženje da sam prethodne godine već dobio povećanje od 7% što nije rešilo egzistencijalni problem. Kompanija je u procesu reorganizacije. Nakon promene menadžera ponuđena mi je mogućnost napredovanja uz više posla i više odgovornosti, ali bez povećanja plate. Takvu ponudu sam odbio i započeo potragu za drugim poslom. Kako nisam uspeo da pronađem poziciju u drugom timu unutar kompanije, bio sam primoran da odem iz egzistencijalnih razloga, iako to lično nisam želeo. Napredovanje u velikom sistemu u velikoj meri zavisi od tima i menadžera i ne postoji automatski razvoj. Potrebno je stalno se boriti za sebe. Najveći problem su plate na entry-level i support pozicijama, koje su niže od poslova u maloprodaji (trafike, pekare, butici) i neodržive za život u Beogradu. Zaposleni obavljaju odgovoran i zahtevan posao uz platu koja ne pokriva osnovne životne troškove, što dovodi do demotivacije, visoke fluktuacije i pada kvaliteta podrške. Ljudi ne odlaze zbog samog posla, već zato što su primorani da traže egzistencijalno održive opcije. Dok se ovaj problem sistemski ne reši support timovi ostaju nestabilni, kvalitet usluge prema klijentima opada, a nezadovoljstvo klijenata je sve češće i dovodi do njihovog odlaska kod konkurencije.
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