Technical Support Representative - French speaker

Job Title: Technical Support Representative - French Speaker
Location: Belgrade, Serbia
Working time: 1st, 2nd and 3rd shift

Position Summary & Key Responsibilities

The position provides technical support to NCR Voyix’s clients, Customer Engineers, and partners by identifying, analyzing, diagnosing, and resolving issues. The role requires strong problem-solving skills, customer focus, and the ability to manage incidents while ensuring contractual service levels are maintained.

Key Responsibilities:

• Provide remote support to NCR Voyix clients, Customer Engineers, and partners, including problem identification, analysis, diagnosis, and resolution.
• Lead problem isolation activities and present recommended solutions and implementation plans, ensuring alignment with relevant stakeholders.
• Respond to incoming phone calls, emails, and support tickets from clients and field engineers.
• Monitor notification and ticket queues, remotely resolve issues where possible, and dispatch tickets to the appropriate teams when further assistance is required.
• Manage incidents to ensure contractual Service Level Agreements (SLAs) are achieved. Follow established escalation procedures when SLAs are at risk.
• Utilize NCR and vendor-provided knowledge systems to identify solutions for known issues and ensure successful resolution.
• Contribute to knowledge management by customizing and providing business data, updating knowledge applications, and preparing standard reports.
• Escalate complex issues to specialized support teams when no known solution is available, while maintaining ownership of escalated incidents through final resolution.
• Keep NCR Management informed of issues that may require extended resolution times beyond contractual commitments.
• Proactively anticipate internal and external customer needs while maintaining a strong commitment to customer satisfaction.
• Monitor and respond to customer-impacting events to ensure timely resolution and service continuity.

Qualifications & Requirements:

• Minimum high school diploma or equivalent required.
• Excellent verbal and written communication skills in English and French.
• Ability and willingness to work rotating shifts across 1st, 2nd, and 3rd shifts in a 24/7 operational environment.
• Ability to manage multiple priorities, handle incidents, and work effectively in a fast-paced support environment.
• Flexibility to work weekends as part of the rotating schedule.