GTS - Technical Support Specialist II - German Speaker

About NCRVOYIX

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: Technical Support Specialist - German Speaker
LOCATION: Belgrade, Serbia
GRADE: 10

POSTION SUMMARY & KEY AREAS OF RESPONSIBILITY:

Position will provide support to NCR Voyix Customer Engineers; Support will include problem identification, analysis, diagnosis and resolution; Presents and gains agreement for problem isolation, solution creation and implementation plans.

• Remote technical support to Field Engineers, FSC and Customer Account Teams
• Evaluation of Back order calls, providing alternative solution where possible
• Ownership and tracking of Quality improvement and Call reduction programs in Germany and Austria
• Proactive monitoring of calls for extended fix, intervention, and identification if technical support is required
• Utilize Knowledge Systems provided by NCR Voyix and other vendors as appropriate to identify solutions to known problems; Responsible for ensuring that solutions provided are successful; Customizes and provides business data for knowledge applications; Prepares standard and customized reports
• When no known solution can be identified, responsible for the escalation of issues to other support centers where deeper level skilled personnel are available; Position retains ownership of all escalated problems/issues through to resolution and is responsible for ensuring that NCR Management is informed if resolution to a problem will take longer than contractual agreements require
• With the wide array of sources, the position may involve support for multiple product lines across different industries, including Restaurants and Retail, ; Position works within the Global Field Service Delivery Organization that includes CEs, FSC, Account Support Managers and Customers.
• Monitor the dashboard for calls from field engineers, FSC, SMO; Monitor the notification and ticket queue screens; use ES functions to update with actions taken
• Develop and Manage knowledge depositories
• Will be required to work EU shifts and weekend rotation

BASIC QUALIFICATIONS:

• 3+ years of related experience e.g. helpdesk, engineering, professional services

SKILLS & APTITUDE

• Fluent knowledge of German language
• Technical knowledge of NCR and Multi-vendor products in, Retail and Hospitality line of business.
• Ability to effectively communicate to internal and external customers at all levels while protecting the company's position
• Ability to gather, organize and present information in a focused and concise manner
• Adapts communications to the intended audience
• Listens to understand and fosters open communications
• Conveys a sense of urgency and drives issues to closure
• Intermediate IT skills

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."