SAS - Tech Specialist

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.

Job title: SAS - Tech Specialist
Grade: 9
Location: Banja Luka    

• Develops information capture and knowledge management tools to support day-to-day operations
• Troubleshoots undocumented and most advanced technical problems
• Provides feedback regarding accuracy of knowledge articles and other customer service tools
• Makes sure that all incidents are updated in timely fashion 
• Works on best practices and guides to ensure team’s solid knowledge 
• Applies understanding of knowledge management database tools and functionality to support service delivery
• Communicates with customers through various inbound and outbound official channels of communication (e.g. email, IM chat, phone, live, etc.) 
• Identifying the issue by successfully identifying the customer and their level of entitlement, identifying the affected product, services and/or equipment and identifying the nature of the issue itself. 
• Records the call/issue through call/incident Tracking Systems by investigating the history of the issue (on both product level and customer level) and by creating new tracking incident or updating the existing one. Thoroughly, precisely and accurately document the issue. 
• Reviews incident history to determine recurring faults. 
• If the incident is information request to which the customer is entitled to (e.g. inquiry about products, services and equipment, their functionality, features, operation instructions, status update of the existing issue/incident, etc.), provides the requested information 
• If the incident is an issue with supported product, services and/or equipment, resolving the issue by restoring the supported product, services and/or equipment to normal operating condition (or as close to normal operating condition as possible) through following official processes and procedures. 
• If possible and required, reproducing the issue either in laboratory conditions or on affected site using remote access. 
• Working on advanced, previously unencountered, complex, sensitive and/or mass issues. 
• Working on issues that contain no documented solution in knowledge base documentation, testing new solutions, workarounds and fixes. 
• Troubleshooting issue directly through remote access to affected product, services and/or equipment using official tools or indirectly by remotely guiding the customer to perform troubleshooting steps. Verify resolution of the problem. 
• Ensures full troubleshooting has been performed per current documentation and procedures and escalating to Development/Engineering if troubleshooting did not resolve the issue, is outside of the position's scope or if experimental fixes provided by Development/Engineering did not work. 
•  Receives and handles escalations from other teams entitled to send escalations 
•  Prepares and sends escalations to other teams entitled to receive escalations from Support, including but not limited to: Development/Engineering, Field Support, more specialized Teams, Account Support, Sales, etc. 
•  Ensuring customer satisfaction through following all other duties by following Customer Care/Satisfaction Protocols
• Participates in special projects as assigned by leadership by performing duties relevant to the business operation that differ from the primary work duties and responsibilities
•  Submits daily/weekly/monthly report to their manager.
• Supports less experienced colleagues in the Team through joint working, monitoring, coaching, training, direct feedback and knowledge sharing.
• Performs other tasks at manager’s request.
• Ensures required level of quality, quantity and efficiency of work
• Reference: hLh-SpTmJpNwS8Pls4lH9eO5eTNZF--xMIJa6k5HN7h_uAmKPz8aoHZoXTgu6Z4h

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.”