Help Desk Agent

About NCR VOYIX

NCR Voyix Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail and restaurant industries. NCR Voyix transforms retail stores and restaurant systems with comprehensive, platform-led SaaS and services capabilities. NCR Voyix is headquartered in Atlanta, Georgia, with customers in more than 35 countries across the globe.

Title: Help Desk Agent - L2 Support

Location: Buenos Aires, Argentina

Grade: 8

Main activities/tasks:

• Critical incident management ensuring logs are collected and duty manager are kept updated along with customer. Taking ownership of all critical incidents from start to finish. 

• To act as a point of escalation for priority calls.

• To monitor, investigate and work on resolving ongoing issues.

• To support any request from Problem management and act accordingly and in timely fashion.

• As a result of RCA, to ensure correct assessment of software changes in the environment for supportability and business impact.

• Taking inbound phone calls from NCR customer engineer and performing necessary troubleshooting steps.

• Taking inbound phone calls from customers and performing necessary troubleshooting steps.

• Performing outbound calls based on inbound troubleshooting that requires customer verification.

• Working on special projects requested by the leadership (TL/Sup/Mgr) based on needs of business (like Back Office operations for example).

• Follow defined escalation process.

• Create and Share knowledge in the designated Team knowledge base.

Special requirements:

• Client Service Oriented — Works to anticipate internal and external client needs. Has an overriding commitment to client satisfaction.

• Innovative and Resourceful — Draws from a large pool of diverse resources or information.

• Develops new approaches for situations in which standard approaches do not apply.

• Adaptable — Adjusts to multiple demands, shifting priorities, ambiguity, and rapid change.  Accepts and adapts to new or alternative approaches.

Essential knowledge & skills:

• Software analysis skills

• Strong analytical skills

• Good communicating skills

• Good facilitator

• Ability to build strong customer relationship

• Strong technical capability

• Strong leadership and influencing capability

• Team player

• Strong organizational & planning skills

• Self starter

• Flexible

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  email domain."