Deskripsi Pekerjaan
Are you a tech-savvy professional looking to jumpstart your career with a global leader? NCR Voyix is seeking a highly motivated Help Desk L1 Agent to join our dynamic team in Cebu. As the first point of contact for our global customers, you will play a critical role in maintaining our reputation for excellence by providing prompt, accurate, and professional technical support.
In this role, you will be the face of NCR Voyix, troubleshooting complex technical issues, resolving user inquiries, and ensuring that our systems run smoothly for our international client base. If you are passionate about customer service, thrive in a fast-paced environment, and have a knack for solving technical puzzles, we want to meet you!
We offer a supportive work culture, continuous learning opportunities, and a clear path for professional growth within the company.
Tanggung Jawab
- Serve as the primary point of contact for incoming technical support requests via phone, email, and chat.
- Document all support interactions accurately within the ticketing system to ensure efficient tracking and resolution.
- Troubleshoot hardware, software, and network connectivity issues for global end-users.
- Escalate unresolved complex issues to L2 or L3 support teams following established protocols.
- Provide clear, concise instructions to guide users through technical resolutions.
- Maintain a high level of customer satisfaction by providing professional and empathetic communication.
- Meet or exceed daily KPIs, including average handling time and first-call resolution targets.
Kualifikasi
- At least 1-2 years of experience in a Help Desk, Service Desk, or technical support role.
- Strong knowledge of Windows OS, MS Office Suite, and basic network troubleshooting.
- Exceptional verbal and written communication skills in English.
- Demonstrated ability to remain calm and professional under pressure.
- Proven problem-solving skills with a technical aptitude.
- Availability to work in shifting schedules, including weekends and holidays.
- Degree in Information Technology, Computer Science, or equivalent experience.