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.

TITLE: Customer Support - Sr. Supervisor 

LOCATION: Global  

GRADE: 11

ABOUT NCR CORPORATION: 

NCR Corporation (NYSE: NCR) is the global leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences. With its software, hardware, and portfolio of services, NCR enables nearly 700 million transactions daily across retail, financial, travel, hospitality, telecom and technology, and small business. NCR solutions run the everyday transactions that make your life easier. NCR is headquartered in Atlanta, Georgia, with approximately 36,000 employees and does business in 180 countries. 

IN THIS ROLE, YOU CAN EXPECT TO…. 

As the Sr. Supervisor, Customer Support in Payments Gateway Support, you will lead the Customer Support organization for the assigned team. Customer Support is responsible for ensuring that our Hospitality customers are fully operational 24/7 and when problems arise, providing quick and permanent solutions. The candidate is a highly resourceful individual who thrives in a fast-moving, complex environment, requiring strong emotional intelligence and self-motivation who will energize a large team to provide world class, technical Support to our customers. You define and drive Customer Support strategies aligned to the Hospitality Market Segment that you are responsible for. You will look for creative and innovative ways to continuously improve the customer experience, and drive efficiencies, and proactive issue resolution by collaborating closely with Product and Engineering leaders. You will be responsible for the development and engagement of the Support team, comprised of ~15 off-shore and US-based technicians of various skill levels. 

KEY RESPONSIBILITIES: 

Your key day-to-day responsibilities will include: 

Leads a team of employees that are responsible for providing world class technical support to our Hospitality customers within a specific SMB Region or Major Accounts customer pod. 

Sets the right priorities including quantitative and qualitative objectives for your team to drive effective day-to-day 24/7 technical customer support of NCR and 3rd party software and hardware products, implementing quick and permanent solutions for customer issues. 

Attracts, retains and develops needed talent to build a world-class support, setting high standard for individual and team performance and continuously raising the bar. 

Operational responsibility for ensuring the team is properly staffed, has the skills, techniques, tools, and processes to meet or exceed customer expectations. 

Organizes training and development of the team, including specialists. 

Identifies, defines, and implements improvements to technical support processes, performance measurement and cultural systems. 

Develops and implements best practices and standard operating procedures within assigned teams. 

Gathers and analyzes data to drive in-depth root cause analysis and fact-based decision making to ensure recurring customer issues are resolved effectively and devise a more proactive support experience 

Manages and effectively resolves high-profile customer escalations, ensuring regular status updates to the customer and internal stakeholders. This role is the senior escalation point within the assigned regional SMB team or Major Accounts customer pod requiring extended working hours. 

Creates a collaborative environment between the different support teams and works closely with the advanced technical team to continuously improve software and hardware products to prevent customer support issues. 

Creates an environment that encourages innovation and recognizes both team and individual contributions while holding all team members accountable for their contributions in relation to their goals and objectives. 

Contributes to customer requests for proposal (RfP) and assessing feasibility to deliver. Understanding competitive pressures and addressing competitive opportunities. 

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 

Ensures required level of quality, quantity and efficiency of work 

Ensures required level of accountability, responsibility, work ethics, etc. 

Ensures required level of teamwork, office discipline, communication and behavior 

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. 

BASIC REQUIREMENTS: 

3+ years experience with Helpdesk/technical support 

Proven track record driving results  

Experience managing globally distributed operational resources, off-shore and on-shore, including contingent workers 

Proven ability to build high-performing teams including sourcing of new iNCRedible talent. 

Strong customer focus 

Excellent logical & analytical skills and ability to connect the dots 

Strong problem-solving skills 

Hands-on, willingness to deep-dive into processes & problem areas 

Quick learner, curious 

Change agent, challenges status quo, demonstrated capability of critical thinking 

High sense of urgency 

Strong written and verbal communication skills 

Excellent planning and organization skills 

Flexible, creative, resourceful  

Excellent interpersonal and communication skills - ability to interact with all levels, impeccable relationship management with external and internal customers, vendors and employees 

Self-starter, highly energized about customer service 

Min. C1 English language skills 

Excellent ability to transfer knowledge  

Minimum of IV level of education (per official education categorization by the Ministry of Education of Republic of Serbia and/or the Ministry of Education of Republic of Srpska) or equivalent. 

Ability to successfully complete and successfully utilize technical training required for successful execution of work duties and responsibilities as defined by the job description. 

Work Ethics, behavior and attitude compliant consistent with Work Rulebook, NCR’s Core Shared Values and Code of Conduct. 

Cosidered as bonus: 

Experience in technology, automation, RPA 

Lean Six Sigma Black Belt or higher certification 

Successful candidates will also be described by their colleagues and friends as: 

Happy in an agile, fast-paced environment. 

Having strong business instincts, financially oriented and driving fact-based, data-driven decisions. 

An inspirational leader. 

In possession of a High EQ. 

Able to communicate complex concepts in a concise and understandable way. 

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.”