Help Desk Representetive

Job Description:

NCRVoyix is looking for a Helpdesk Service Representative. In this role, you work in high ticket volume helpdesk environment supporting NCR's customers and analysts in providing incident resolution for NCR products and services.

Core Responsibilities:

• Assessment & validation of tickets that come into the Helpdesk
• Perform basic remote troubleshooting with end-users of PCs and retail point-of-sale devices
• Remotely dispatch service personnel, and work directly with customers to understand the problems and ensure a timely and satisfactory resolution
• Communicate & collaborate with customers, service personnel, logistics and account managers via phone and email to ensure problem resolution & meet Service Level Agreements
• Document, verify and make appropriate corrections to the incident record and customer profile
• Maintain & develop knowledge and expertise associated with multiple customer accounts, processes and the applications that support said processes.
• Handle escalations, when required, to the appropriate groups

Qualifications:

• At least 1-2 years of Helpdesk/Servicedesk/Call Center experience
• Working knowledge in Microsoft Operating Systems & Office Tools particularly MS Excel
• Excellent communication skills at all levels including excellent listening skills
• Possess strong customer service skills and be able to work in a dynamic team environment
• Problem solving and troubleshooting skills
• Open to work on a flexible schedule (Evenings/Weekends/Holidays)
• Ability to work in a multitask fast paced environment
• Background in ITIL is a plus
• Ability to work individually or as a team player when the situation calls