Customer Support Agent - English Speaker

Job title: Customer Support Agent - Help Desk Agent L1

Location: Belgrade, RS

24/7 operations that include weekend support (on rotation).

Multiple positions available.

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

• Basic PC literacy; Keyboard proficiency; Understanding of Windows-based applications/tools
• Problem solving and analytical skills.
• Relationship building skills; Excellent communication skills, verbal and written as well as listening skills
• High school diploma