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.

　　Title: SW Support Specialist III

　　Grade: 8

　　Location: Belgrade, Serbia

　　As a Concierge Specialist within Hospitality/Deployments, it’s important to build a relationship with the customer, the customer transition can be overwhelming, and they need to know they can trust our team to guide them through the onboarding process, which is end-to-end implementation of our POS Cloud system.

　　To build this relationship and trust, the Concierge Specialist needs to embrace the following:

　　Pragmatic approach to the product

　　Practical product connection

　　Proactive – Self Motivated

　　Agile

　　Problem solver/provide solutions.

　　Understanding how the Point-of-Sale system is a critical element for the business to function, and understanding the business needs, is the key to building a strong relationship with the customer

　　Customer Advocate

　　As a Concierge Specialist, the desire and passion to work with customers is key to being successful. Within this team, we are an ongoing advocate for our customers throughout their journey with our product, so not a one-time setup and move on to the next. We are strategically placed as the first handoff from Sales to begin building that trust with the customer, keeping customer expectations going, throughout the duration the customer is utilizing our product. We value their business and our service to them, we become their go-to person, answering onboarding and continued service questions, training features, or sourcing a solution.

　　To be a customer advocate a Concierge Specialist needs to embrace the following:

　　Customer-focused – understanding the customers’ requirements, and providing the best solution for the customer – (this is a priority).

　　Move beyond the reactive into the proactive mode of operation

　　Adopt the agile methodology – work on continuous collaboration and improvement

　　Customer Management

　　As a Concierge Specialist, it's important to recognize that a specialist can manage up to 30 accounts at a time, the specialist will work with several types of businesses of which may have different requirements.

　　To be successful, the Concierge Specialist will need to embrace the following:

　　The ability to connect with external and internal individuals and groups/teams

　　Ambition / Motivation

　　Customer funnel knowledge

　　Shift–tasking

　　Strategic thinking skills

　　Big picture thinking

　　Friendly, personal attitude

　　Research skills

　　As a Service Support Specialist, we own the customer's onboarding journey, continuous service in the form of training and database maintenance, troubleshooting issues, and sourcing solutions to problems that might arise along the way – We are part of an elite team that, values, respects and understands that each customers success is our success. We have been designed to motivate and empower our customers on how our cloud-based POS product can effectively and efficiently improve their business.

　　General – (not limited to):

　　Follow the Service Support Implementation process

　　Follow Concierge practices and solutions outlined within our knowledgebase

　　Frequently communicate with all stakeholders, during the project phase (customers, colleagues, managers, and others)

　　Closely collaborate with internal teams (Customer Care, Support, Sales, Operations, and others)

　　Record meeting sessions

　　Responsible for ensuring the customer's entitlement to services; Working online, delivering solutions, and when appropriate verifying the resolution of a customer's issue that has not been escalated; Working directly with the customer to understand the issue and provide a solution or escalate as and when required;

　　Working online resolving known issues and communicating processes and solutions with the customer;

　　Provide technical assistance throughout the onboarding process via online, phone, email, chat, video, and/or any other path provided within Support/Hospitality/Deployments, Retail, Financial and/or Cloud NCR Voyix supported products, systems, and other related software products.

　　Provide accurate solutions to user issues/queries to maximize product or system availability.

　　Take ownership of service requests and customer accounts, from external/internal sources to ensure a timely and satisfactory resolution of the query/issue

　　Where required - Use tools to remotely access customer equipment to diagnose and resolve customer issues/query

　　Verify resolution of query/issue, with the customer, recording details within the Incident/record tracking system

　　Document, verify, and make appropriate corrections to the incident/ record and customer profile; Ensure issue/query, is documented fully; Write knowledge articles based on lessons learned in resolving customer issues;

　　Contribute as a team member; Participate in team meetings and activities; Participate in setting objectives, performance management, reward and recognition programs;

　　Participate in special projects as assigned to continuously improve processes, tools, systems, and organization; Coordinate project start-up activities;

　　Maintain technical knowledge and expertise associated with multiple applications and hardware/software specific to individual customer solutions;

　　Support less experienced colleagues through collaboration, monitoring, direct feedback, and knowledge sharing; Follow all mandatory training courses according to provided timelines;

　　Perform other corresponding duties and tasks by qualifications, as directed by the employer.

　　Research, resolve, and respond to questions received via telephone calls, emails, letters, and call-backs promptly, in accordance with current standards and set targets; Communicate with customers through various means (oral, written, electronic) to remotely resolve customer query/issue

　　Assist in the resolution of user and support issues over multiple user sites to ensure timely distribution of knowledge and relay positive impact on user satisfaction; Update work orders and provide status information;

　　Review incident history to determine recurring faults

　　Following documented online Incident Management Process, the position’s primary responsibility is to perform technical troubleshooting of supported point-of-sale devices and other supported equipment (depending on client and team assignment); Scope of the level of support will be described in detail in the assigned team’s knowledgebase and documentation; Scope of the level of support varies from Team to Team;

　　Participate in special projects as assigned to continuously improve processes, tools, systems, and organization; Coordinate project start-up activities;

　　Maintain technical knowledge and expertise associated with multiple applications and hardware specific to individual customer's solutions;

　　Qualifications:

　　High School degree

　　At least 1-2 years of experience in performing the same or similar activities

　　Excellent initial level of communication and customer support skills, customer care skills, and customer handling skills

　　Excellent functional knowledge of foreign languages is required for communicating with customers

　　Excellent technical aptitude and problem-solving skills

　　Ability to multitask, prioritize, organize large amounts of details, and make multiple checks to ensure accuracy

　　Ability to complete and successfully utilize technical training required for successful execution of work duties and responsibilities as defined by the job description

　　Ability to independently manage assigned work items and provide status updates to leads daily

　　Preferred Qualifications:

　　2+ years of relevant experience in a related field preferred

　　Excellent oral and written communication skills and a commitment to world-class customer service

　　Growth mindset with the desire to work in a collaborative environment to promote and drive superior team performance

　　Ability to work under pressure and adapt

　　Emphasis on attention to detail

　　Excellent understanding of computer functions and the ability to teach and train others

　　Strong verbal and written English communication skills – 2nd language is a plus

　　Ability to communicate effectively over the phone, online as a presenter, and in writing

　　Excellent organizational, problem solving and communications skills

　　Ability to work independently and balance multiple priorities

　　One or more years of experience in the customer service industry

　　Work Ethics, behaviour, and attitude complaint consistent with the Work Rulebook, NCR Voyix Core Shared Values, and Code of Conduct

　　Desired skills:

　　Level 1 IT Support Experience – Working in a similar role.

　　Proficiency using MS Office (PowerPoint, Excel, and Word)

　　Understanding network system setup

　　VOIP experience

　　Proven organizational skills - Ability to plan/schedule appointments

　　Experience in teaching or light consulting role (previous experience in Point of Sale is a plus)

　　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.”

　　Help us run the world's top brands.

　　At NCR (http://www.ncr.com/) , you’ll have meaningful and relevant work experiences, opportunities to learn and make a real contribution. Every day we build on our 130+ year history (https://www.ncr.com/about/history) to transform, connect and run our customers' technology platforms.

　　A career here means embracing our innovative culture and shared values (https://www.ncr.com/about/values) , always seeking new adventures and carving your own path.