L1 Support
Summary
Entry-level L1 support role: answers calls, emails, and tickets from NCR's commerce clients, customer engineers, and partners; performs problem diagnosis, remote resolution, and escalation/dispatch to higher support levels while managing incidents to meet contractual SLAs. Runs 24/7 in three shifts including weekends at the Cebu City office.
Salary: ₱17,000 – ₱25,000 per month
Title: L1 Support
Location: CEBU CITY-EBLOC TWR
Compensation Grade: B1
Position will provide support for NCR’s Clients, Customer Engineers and partners; Support will include problem identification, analysis, diagnosis and resolution;
Answer incoming phone calls, emails or tickets from clients and field engineers; Monitor the notification and ticket queue screens; Remotely resolve tickets with a remote resolution opportunity; Dispatch to the appropriate teams for resolution;
Manages incidents to ensure contractual SLAs are met, if SLA is in danger follows the agreed escalation path;
Follow defined escalation process for P1 tickets;
Utilize Knowledge Systems provided by NCR and other vendors as appropriate to identify solutions to known problems; Responsible for ensuring that solutions provided are successful;
When no known solution can be identified, responsible for the escalation of issues to other support centers where deeper level skilled personnel are available; Position retains ownership of all escalated problems/issues through to resolution and is responsible for ensuring that NCR Management is informed if resolution to a problem will take longer than contractual;
Contribute as a team member; Support less experienced colleagues through joint work, monitoring and knowledge sharing;
Work to anticipate internal and external client needs and commitment to customer satisfaction;
Employees will receive a special project from supervisor/teal leader based on business needs (may come from supervisor directly or COL / customer);
Ensure proper ticket classification and provide gapless troubleshooting steps to ensure higher support levels do not need to repeat the work done;
Create and Share knowledge in the designated Team knowledge base including usage of the existing knowledge base documents;
24/7 operations (all 3 shifts) that include weekend support;
Job requirements:
High school diploma or similar
Innovative attitude
Willing to work in a 24/7 shift environment
Stress resistant
Team player
Flexible