Technical Support Representative L1

About the role

The Technical Support Representative L1 will deliver high‑quality assistance to NCR Voyix clients, field engineers, and business partners. You will diagnose and resolve technical issues, ensuring service levels are met while providing an excellent customer experience.

Key responsibilities

• Provide technical support via phone, email, and ticketing systems, identifying and resolving issues promptly.
• Monitor ticket queues, resolve incidents remotely when possible, and coordinate escalations with appropriate teams.
• Manage incidents according to contractual Service Level Agreements and follow escalation procedures.
• Utilize internal knowledge bases and support tools to implement effective solutions.
• Maintain ownership of customer issues from initial contact through resolution, including hand‑offs to higher‑level support.
• Prepare reports and contribute to knowledge‑base improvements.
• Monitor system events and service alerts across customer environments and take appropriate action.
• Participate in a 24/7 support rotation, including weekend shifts.

Required profile

• Strong problem‑solving and analytical abilities.
• Excellent communication skills with a customer‑focused mindset.
• Ability to thrive in a fast‑paced, team‑oriented environment.
• Experience in technical support, help desk, or customer‑facing roles is a plus.
• Willingness to work rotating shift schedules, including weekends.

Required skills

What we offer

• Opportunity to work with a global leader in unified commerce.
• Collaborative environment with continuous learning and development.
• Competitive benefits and inclusive workplace culture.