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: Problem & Incident Specialist Location: Banja Luka Grade: 9 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. Position Summary & Key Areas of Responsibility + Develops information capture and knowledge management tools to support day-to-day operations + Establishes metrics and reporting + Troubleshoots undocumented problems + Conducts service audits + Provides feedback regarding accuracy of knowledge articles and other customer service tools + Allocates workload and provides feedback for improvement + Monitors incidents and makes sure that all are in SLA + Works on best practices and guides to ensure team’s solid knowledge + Leverages techniques for developing customer service and remote resolution tools + Applies understanding of knowledge management database tools and functionality to support service delivery + Incident Manager drives customer escalations and Major incident management and is responsible for conducting PIRs. + Incident Manager is the main point of contact for the customer upon escalations coming from the stores. Incident Manager takes ownership of major incidents to ensure efficient coordination of troubleshooting and resolution between all parties and provides effective communication to stakeholders, especially when high impact incidents have occurred. + Incident Manager attends relevant meetings and prepares and sends the documentation needed (Critical tickets report, breakdown of tickets, high focus issues and other inquires). + 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 Qualifications + Advanced Aloha Knowledge + Ability to work difficult calls with Incident Management and Escalations team + Increased CSAT skills + Ability to work multiple advanced cases at one time + Advanced product knowledge across most / all NCR products + Advanced ability to train techs through working cases together across multiple skill + Customer support, customer care and customer handling skills + Ticketing system knowledge + Ability to troubleshoot basic Aloha POS issues + Basic understanding of how to find root cause through debouts, logs, journals, et + 24+ months minimum experience in technician role • Advanced computer skills • Mentoring abilities, training skills • Good communication skills • Relationship building skills; Excellent communication skills, verbal and written as well as listening skills • Problem solving and analytical thinking + 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. + Advanced level of communication and customer support skills, customer care skills and customer handling skills. + Excellent knowledge of foreign languages required for communicating internally and with customers. + 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. Preferred Qualifications + Familiar with ITIL 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.” Help us run the world's top brands. At NCR Voyix (http://www.ncr.com/) , we specialize in turning routine transactions into meaningful connections. With a rich history (http://www.ncr.com/about/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 (http://www.ncr.com/about) 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.