L3 Support Analyst

18 Hours ago • 3-5 Years

Job Summary

Job Description

The L3 Support Analyst role is responsible for managing escalations and requests for assistance, diagnosing and resolving technical issues at the third level, and escalating to development teams or external vendors when necessary. This position involves providing technical assistance and remote troubleshooting support as part of a global 24/7 support organization, including on-call duties. Key responsibilities include detecting, investigating, and recreating defects, tracking them through internal systems, and developing ad-hoc solutions or scripts. The analyst will also mentor L1 and L2 Support Technicians, write and review technical documents for internal and public use, and leverage continuing education opportunities. Collaboration with other Systems Analysts, Developers, Testers, and Project Managers is crucial to enhance customer satisfaction.
Must have:
  • 3-5 years in senior technical support
  • Strong technical background in SQL queries
  • Solid skills in problem statement, data analysis, and case notes
  • Solid troubleshooting skills and proficiency in related tools
  • Exceptional customer service skills
  • Ability to be persuasive/assertive professionally
Good to have:
  • Support to the Retail industry
  • Development experience (.NET, scripting, web services, XML/HTML)

Job Details

About NCR VOYIX

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.

KEY AREAS OF RESPONSIBILITY

  • Manage caseload (full escalations and requests for assistance)
  • Diagnose and solve technical issues at 3rd level and where needed, escalate to internal development teams or external vendors as required
  • Provide technical assistance and remote troubleshooting support as part of a global 24/7 support organization including availability to perform on-call (after hours) shifts
  • Detect, investigate, recreate and raise defects. Track defects through internal systems and turn around fixes for Production issues, set up an environment to reproduce issues and test potential workarounds, and develop ad-hoc solutions (e.g. scripts) to address issues as workarounds
  • Mentor L1 and L2 Support Technicians, Write and review technical documents (Knowledge, Support Plans, Technical Advisory Bulletins) for internal and public use, Leverage opportunities for continuing education
  •  Work closely with other Systems Analysts, Developers, Testers, and Project Managers to improve customer satisfaction

BASIC QUALIFICATIONS

  • A minimum of 3 -5 years in a senior technical support role is required, providing support to the Retail industry (highly desirable)
  • Strong technical background in writing SQL queries (Mandatory) and development (.NET, scripting, web services, XML/HTML)
  • Solid skills in producing a clear, accurate, and concise problem statement, gathering/analyzing data, and recording high-quality and sufficiently detailed case notes, Solid troubleshooting skills and proficiency in using related tools and technologies
  • Exceptional customer service skills (soft skills), Ability to be persuasive/assertive while maintaining a professional demeanor

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.”

Similar Jobs

C3 IoT - Solution Engineer - Federal

C3 IoT

United States (On-Site)
5 Days ago
Resolver - Sales Development Representative

Resolver

Toronto, Ontario, Canada (Hybrid)
1 Year ago
Palo Alto Networks - Finance Manager, Revenue Forecasting

Palo Alto Networks

Santa Clara, California, United States (On-Site)
1 Week ago
USE Insider - Marketing Manager, Korea

USE Insider

Seoul, South Korea (On-Site)
3 Weeks ago
Ion - Cloud Engineer Kubernetes

Ion

Castellazzo Bormida, Piedmont, Italy (Hybrid)
9 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

smarsh - Sr. Financial Analyst

smarsh

Atlanta, Georgia, United States (Hybrid)
1 Month ago
Coupa - Enterprise Account Director, New Business

Coupa

California, United States (Remote)
2 Months ago
HHA Exchange - Director, Data Engineering

HHA Exchange

New York, New York, United States (Hybrid)
2 Weeks ago
Alpha Sense - Director, Revenue Accounting

Alpha Sense

United States (Remote)
1 Month ago
CGS Carrers - Lead Java Software Engineer

CGS Carrers

Indonesia (Remote)
2 Months ago
Survay Monkey - Vice President, Finance Operations and Accounting

Survay Monkey

San Mateo, California, United States (Hybrid)
3 Weeks ago
e2 open - Implementation Engineer

e2 open

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
1 Month ago
Veeam Software - Platform Engineer

Veeam Software

California, United States (Remote)
1 Week ago
C3 IoT - General Manager, C3 AI Defense and Intelligence

C3 IoT

Redwood City, California, United States (On-Site)
5 Days ago
JDA - Customer Success Advisor

JDA

Karlsruhe, Baden-Württemberg, Germany (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Jobs in Hyderabad, Telangana, India

Zelis  - Medicare Regulatory Pricer Analyst

Zelis

Hyderabad, Telangana, India (On-Site)
1 Month ago
ShyftLabs - Data Product Manager

ShyftLabs

Noida, Uttar Pradesh, India (On-Site)
2 Weeks ago
Paytm - Area Sales Manager - Indore

Paytm

Indore, Madhya Pradesh, India (On-Site)
1 Month ago
Vigaet - Unreal Engine Environment Artist -Full Time

Vigaet

Bengaluru, Karnataka, India (On-Site)
1 Year ago
Bito - VP Engineering

Bito

Pune, Maharashtra, India (Hybrid)
4 Weeks ago
Nagarro - Senior Engineer, Javascript Fullstack

Nagarro

India (Remote)
8 Months ago
Convai Technologies - Engineering Lead

Convai Technologies

Bengaluru, Karnataka, India (On-Site)
11 Months ago
Nice - Senior Data Engineer

Nice

Pune, Maharashtra, India (Hybrid)
1 Week ago
NCR Atleos - Software Engineer II

NCR Atleos

Hyderabad, Telangana, India (On-Site)
1 Month ago
Capgemini - Java Fullstack

Capgemini

Pune, Maharashtra, India (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

Similar Category Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

About The Company

At NCR Voyix, we specialize in turning routine transactions into meaningful connections. With a rich history of innovation, we've been at the forefront of problem-solving through technology. Operating globally in over 30 countries, we lead in Retail, Restaurant, Digital banking, and Payments. Our solutions optimize banking operations, streamline restaurant services, enhance retail interactions, and foster trust through secure payment systems. We take pride in our strong culture and a history of providing robust career paths. Come work for a leading technology company where you can grow your career. Join us and be part of revolutionizing transactions across these pivotal industries.

Bengaluru, Karnataka, India (On-Site)

Bengaluru, Karnataka, India (On-Site)

Bengaluru, Karnataka, India (On-Site)

Hyderabad, Telangana, India (On-Site)

Hyderabad, Telangana, India (On-Site)

India (Remote)

Georgia, United States (On-Site)

Cebu City, Central Visayas, Philippines (On-Site)

Cebu City, Central Visayas, Philippines (On-Site)

Mumbai, Maharashtra, India (On-Site)

View All Jobs

Get notified when new jobs are added by NCR Voyix

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug