job description
Join NCR Voyix’s Technical Assistance Center (TAC) and become the first line of support for our valued customers. As a Technical Support Representative (L1), you will play a crucial role in delivering exceptional technical assistance, troubleshooting issues, and ensuring customer satisfaction. This is an exciting opportunity to grow your career in IT support within a global company known for innovation and excellence.
Based in beautiful Bali, you’ll work in a dynamic environment, collaborating with a team of skilled professionals to resolve technical challenges efficiently. If you’re passionate about technology, customer service, and problem-solving, this role is perfect for you!
Responsibility
- Provide first-level technical support to customers via phone, email, and chat.
- Troubleshoot hardware, software, and network-related issues.
- Document and track customer interactions and resolutions in the ticketing system.
- Escalate complex issues to higher-level support teams when necessary.
- Follow up with customers to ensure their issues are fully resolved.
- Maintain up-to-date knowledge of company products and services.
- Collaborate with team members to improve support processes and customer experience.
- Adhere to service level agreements (SLAs) and performance metrics.
Qualifications
- Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience).
- Proven experience in technical support or a similar role.
- Strong problem-solving and analytical skills.
- Excellent communication and interpersonal abilities.
- Familiarity with IT support tools and ticketing systems.
- Ability to work in a fast-paced, team-oriented environment.
- Willingness to work in shifting schedules, including weekends and holidays.
- Certifications in IT support (e.g., CompTIA A+, ITIL) are a plus.