SAS - L1 Support

About NCR VOYIX

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.

Job Description

NCRVoyix is looking for a SAS Level 1 Support to join our office in Cebu IT Park. In this task, you are expected to handle call volume in technical assistance center environment supporting NCR clients and their analysts in providing problem resolution for NCR products and services.

Core Responsibilities:

• Provides technical support through various inbound and outbound official channels of communication (e.g. email, IM chat, phone, live, etc.)
• Troubleshoot PIN Pad or chip reader devices for both software and hardware issues in actual or remote troubleshooting.
• Handles backlog tickets depending on queue availability.
• Recording issue through incident tracking Systems by investigating the history of the issue on both product and customer level.
• Reviews incident history to determine recurring faults.
• Ensuring customer satisfaction through Customer Care/Satisfaction Protocols.
  
  

Other Responsibilities:

• Ensuring required level of quality, quantity, and efficiency of work.
• Ensuring required level of accountability, responsibility, work ethics, etc.
• Ensuring required level of teamwork, office discipline, communication, and behavior.
• Improve/Enhance Team’s support processes and procedures by contributing process optimization, either directly through active participation (e.g. writing knowledge articles based on lessons learned in resolving customer issues) or indirectly through documenting the resolution methods in incident tracking systems.
• Work on personal improvement through reviewing and analyzing provided feedback, improving available improvement points, applying learning opportunities, optimizing workflow, and improving required skills and knowledge.
• Contribute as a team member, participate in team meetings and activities, participate in team and personal objective setting, performance management, reward, and recognition programs.
• Participate in special projects as assigned by leadership by performing duties relevant to the business operation that differ from the primary work duties and responsibilities.
• Support less experienced colleagues in the team through joint working, monitoring, coaching, training, direct feedback, and knowledge sharing.
  
  

Qualifications:

• At least High school graduate (Preferably with BPO experience)
• Excellent communications skills both verbal and written.
• Well-versed in customer satisfaction
• Computer savvy
  
  

Shift Schedule: Night shift (7PM-4PM, 4AM-1PM latest schedule).

Work Arrangement: Full Onsite Responsibility (with 40 days in a year for working remotely)

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.”