Technical Support Specialist Job in Mumbai at NCR Voyix

NCR VOYIX Corporation is hiring for the role of Technical Support Specialist!

Responsibilities of the Candidate:

• Provide support to NCR Voyix Customer Engineers; Support will include problem identification, analysis, diagnosis, and resolution
• Presents and gains agreement for problem isolation, solution creation, and implementation plans
• Remote technical support to Field Engineers, FSC, and Customer Account Teams
• Ownership and tracking of aged calls, and suspended calls, were down to technical reasons
• Evaluation of Backorder calls, providing alternative solutions where possible
• Ownership and tracking of Quality improvement and Call reduction programs across APAC
• Proactive monitoring of calls for extended fixes, intervention, and identification if technical support is required
• Utilize Knowledge Systems provided by NCR Voyix and other vendors as appropriate to identify solutions to known problems; Responsible for ensuring that solutions provided are successful; customize and provide business data for knowledge applications
• Prepare standard and customized reports
• Support for multiple product lines across different industries, including Restaurants and Retail, Position works within the Global Field Service Delivery Organization that includes CEs, FSC, Account Support Managers
• Monitor the dashboard for calls from field engineers, FSC, and SMO; Monitor the notification and ticket queue screens; use ES functions to update with actions taken
• Develop and Manage knowledge depositories
• Required to work US working hours including night shift

Requirements:

• 1+ years of related experience e.g. helpdesk, engineering, professional services
• Technical knowledge of NCR and Multi-vendor products in, Retail and Hospitality lines of business
• Ability to effectively communicate to internal and external customers at all levels while protecting the company's position
• Ability to gather, organize, and present information in a focused and concise manner
• Adapts communications to the intended audience
• Listens to understand and fosters open communications
• Conveys a sense of urgency and drives issues to closure
• Intermediate IT skills