Global SCO Support, Level 1

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.

NCRVoyix is looking for a Global SCO (Self-checkout) Support, Level 1 to join our office in Cebu IT Park. In this task, you are expected to handle call volume service desk environment supporting NCR clients and their analysts in providing problem resolution for NCR products and services.

Core Responsibilities:

• Provide technical phone support on Retail products, systems, and various software products and provide accurate and creative solutions to user problems.
• Research, resolve, and respond to questions received via telephone calls, emails, and callbacks promptly, in accordance with current standards.
• Following the documented Remote Incident Management Process (Ticket Handling Guide), the position’s primary responsibility is to perform Level 1 technical troubleshooting with end-users of SCO (Self-checkout) and retail point-of-sale devices (depending on account assignment.
• Responsible for ensuring the customer's entitlement to services; remotely and working with customer’s directly to deliver solutions.
• Dispatch service personnel, verify the resolution of a customer's issue that has not been escalated; and/or escalate the problem to the next level if appropriate.
• Review incident history to determine recurring faults and take ownership of service requests from customers and ensure timely and satisfactory resolution of a problem.
• Assist in the resolution of user and support issues over multiple user sites to ensure timely distribution of knowledge and cause a positive impact on user satisfaction; Update work orders and provide status information.
• Use tools to remotely access customer equipment to diagnose and resolve customer problems; Follow solutions outlined in the knowledge database; Verify resolution of problems with the customer; Record information into the HDS (Help Desk Solution) system/ITSM tool.
• Document, verify, and make appropriate corrections to the incident record; Ensure thorough documentation of problem description and all subsequent activity; Suggest knowledge articles based on lessons learned in resolving customer issues.

Other Responsibilities:

• Enhance and develop quality support methods and communication skills through coaching feedback and other developmental approaches.
• Contribute as a team member; Participate in team meetings and activities, if needed; Participate in associated objective setting, performance management, reward and recognition programs, as required
• Participate in special projects as assigned to continuously improve processes, tools, systems, and organization; Help with implementing project start-up activities.
• Maintain technical knowledge and expertise associated with multiple applications and hardware specific to individual customer's solution.
• Support less experienced colleagues on the helpdesk through joint working, monitoring, direct feedback, and knowledge sharing; Follow all mandatory training courses according to provided timelines.
• Record information into the Incident tracking system.
• Manage operations during scheduled shifts using on-hand tools and observations.
• Perform other corresponding duties and tasks per his qualifications, as directed by the employer.

Qualifications:

• Education: At least High School Graduate.
• Excellent English communication: Minimum B2 English language skills
• Basic computer knowledge.
• Candidates should have a solid organizational acumen.
• Works constructively and collaboratively with others and across organizations to accomplish organizational goals and objectives.  Applies methodologies, processes, and tools to enhance work effectiveness and to implement process improvements.  Leverages experiences and acquires and shares new skills and knowledge to enhance organizational capability and individual competence. 
• Demonstrates a sense of urgency for customers.  Fosters teamwork by identifying and removing obstacles to ensure organizational results are achieved.
• Writes, speaks, listens, and presents information effectively and persuasively.  Provides feedback to associates through verbal and/or written mediums. 
• The incumbent is required to comply with and adhere to all applicable, facility, safety, health, and environmental rules and regulations while working for the company. 

Shift Schedule: 7AM - 3PM and 3PM to 11PM Manila time.

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.”