SAS - L1 Support (Customer Support)

TL;DR

SAS - L1 Support (Customer Support): Providing first-level technical troubleshooting for NCR's customers and analysts with an accent on POS equipment, PC hardware, and software resolution. Focus on resolving incidents via phone, chat, and email while ensuring high customer satisfaction and timely escalation.

Location: Belgrade, Serbia

Company

hirify.global is a global platform-powered leader in unified commerce for shopping and dining, serving customers in over 35 countries.

What you will do

• Perform Level I technical troubleshooting for end-users of Point of Sale (POS) equipment, PCs, printers, and scales.
• Deliver solutions remotely via phone, chat, and email, and dispatch field engineers on-site when necessary.
• Manage the full lifecycle of service requests, from initial contact to resolution or escalation via SNOW.
• Generate daily and weekly incident reports and analyze history to identify recurring faults.
• Maintain technical expertise in multiple applications and hardware specific to individual customer solutions.
• Collaborate with team members and support less experienced colleagues through knowledge sharing.

Requirements

• Excellent proficiency in French language is required.
• High School Diploma or equivalent.
• Advanced knowledge of Windows (NT, XP, Vista) and standard Internet protocols.
• Strong troubleshooting skills with MS Office and PC hardware (printers, scanners, modems).
• Ability to work a flexible schedule, including evenings and weekends.
• Proven customer service skills and the ability to work in a fast-paced, multitask environment.

Nice to have

• Associate’s Degree.
• 1+ years of experience in a call center environment.
• Proficiency in English.

Culture & Benefits

• Inclusive corporate environment committed to equal employment opportunity.
• Opportunities for professional growth through coaching and developmental feedback.
• Participation in reward and recognition programs.
• Collaborative team environment with a focus on global diversity.