French Speaking L1 Agent

About NCRVOYIX

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.

Job title: Service Desk Associate L1
Directly reports to: Vladimir Sevarika
Department/Function: Starbucks Connect US
Region/Market: US & Canada
Location: Belgrade
Job Grade: 7
Date Completed: 22.11.2023.

Job Purpose and mission:

L1 Service Desk agents are the core of our service and first point of contact to the stores and corporate users. They are professionals who help users resolve issues with computer technologies. They contribute to IT system optimization, communicate with clients to resolve technical issues, and ensure that personnel is able to utilize the systems and software that they need.

Ticket/issue

Detractor reason

List of actions taken to improve/correct

INC000035626876 - 1ff83274-ec65-497c-83cc-33b581b6a61b / line got disconnected

Communication

Organized 1 on 1 meet, explained to agent that althoug he resolved issue on call he should always give a call back when line disconnects

List of actions taken to improve/correct

Organized 1 on 1 meet, explained to agent that although he resolved issue on call, he should always give a call back when line disconnects

Key Job Dimensions & Scope of Role

• Market NAMER
• Individual Contributor
• No direct reports
• No travel required
• Not responsible for budgets
• 40 hours per week

Summary of Key Responsibilities

• Works directly with customers to resolve recurring or standard problems captured in Knowledge base
• Works directly with NCR and 3rd party Vendor technicians to resolve HW or SW problems
• Reviews incident history to determine recurring faults
• Provides technical support and assistance to clients and businesses regarding hardware and software issues
• Provides support with installing, configuring, and updating hardware and software, as well as fixing any issue related to the equipment that may come up on a daily basis
• Updates work orders and provides status information
• May respond to escalated calls
• May implement remote fixes relying on guided search for diagnosis across multiple products
• Applies troubleshooting checklists
• Acquires and applies knowledge of troubleshooting techniques and desktop diagnostic tools

Knowledge, Skills, and Experience

• Basic PC literacy; Keyboard proficiency; Understanding of Windows-based applications/tools

• Problem solving and analytical skills.
• Relationship building skills; Excellent communication skills, verbal and written as well as listening skills
• High school diploma

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."