SW Support Analyst

TL;DR

SW Support Analyst: Providing remote Level 2 support to NCR's customers, resolving issues with NCR products, services, and equipment, and ensuring customer satisfaction. Focus on troubleshooting, escalating complex problems, and contributing to process optimization.

Location: Belgrade, Serbia

Company

hirify.global is a leader in expanding financial access, optimizing branch operations and maximizing self-service availability for financial institutions and retailers across the globe.

What you will do

• Communicate with customers through various channels (email, IM chat, phone, live).
• Identify issues, gather information, and accurately record incidents in tracking systems.
• Resolve incidents by restoring products/services to normal operating condition, following official processes.
• Troubleshoot issues remotely, guiding customers through steps and verifying resolutions.
• Escalate unresolved issues to Level 3 support.
• Contribute to process optimization by documenting resolution methods and improving support processes.

Requirements

• Minimum of IV level of education.
• At least 1-2 years of experience in similar activities.
• Satisfactory communication, customer support, and handling skills.
• Satisfactory functional knowledge of foreign languages.
• Satisfactory technical aptitude and problem-solving skills.
• Compliant with work ethics, NCR's Core Shared Values, and Code of Conduct.

Culture & Benefits

• Private Health Insurance
• Employee Referral Bonus Program
• Wellbeing Resources
• Baby Bonus
• Life, Accident & Disability Insurance
• Opportunities for internal career pathing and advancement