Customer Support Agent at NCR Corporation

📍 Job Overview

Job Title: Customer Support Agent
Company: NCR Corporation
Location: Banja Luka, Srpska, Republika, Bosnia and Herzegovina
Job Type: Full-Time
Category: Customer Support
Date Posted: 2025-06-12
Experience Level: Entry Level (0-2 years)
Remote Status: On-site

🚀 Role Summary

Serve as the first point of contact for customers, addressing their inquiries and troubleshooting issues related to NCR's technology platforms.
Leverage strong communication skills and problem-solving abilities to provide effective solutions and ensure customer satisfaction.
Collaborate with cross-functional teams to stay updated on new products, features, and troubleshooting techniques.
Contribute to a diverse and inclusive work environment, fostering a culture of respect and understanding among team members.

📝 Enhancement Note: This role requires a customer-centric mindset, with a focus on active listening, clear communication, and empathy. Strong problem-solving skills are essential to resolve customer issues efficiently and effectively.

💻 Primary Responsibilities

Customer Interaction: Handle inbound calls, emails, and chat messages from customers, addressing their inquiries and concerns professionally and efficiently.
Troubleshooting: Diagnose and resolve technical issues related to NCR's technology platforms, utilizing available resources and tools.
Customer Satisfaction: Ensure customer satisfaction by providing accurate information, maintaining a positive attitude, and going the extra mile to resolve issues.
Collaboration: Work closely with internal teams, such as product, engineering, and sales, to gather information, troubleshoot issues, and improve customer support processes.
Documentation: Maintain up-to-date records of customer interactions, issues, and resolutions using the company's ticketing system.

📝 Enhancement Note: This role requires a high level of multitasking, as agents may need to handle multiple customer interactions simultaneously while troubleshooting complex issues. Strong organizational skills and the ability to prioritize tasks are essential for success in this role.

🎓 Skills & Qualifications

Education: High school diploma or equivalent required. Associate's or bachelor's degree in a related field (e.g., IT, business, or communications) is a plus.

Experience: Entry-level position; previous customer support or related experience is preferred but not required.

Required Skills:

Excellent communication skills in English, both written and verbal.
Strong problem-solving abilities and analytical thinking.
Active listening and empathy for customer needs.
Proficiency in using computers and familiarization with CRM software.
Ability to work in a fast-paced, dynamic environment and handle multiple tasks simultaneously.
Strong organizational skills and attention to detail.

Preferred Skills:

Previous experience in customer support or a related field.
Familiarity with NCR's technology platforms or similar products.
Bilingual or multilingual skills.
Knowledge of basic troubleshooting techniques for hardware and software issues.

📝 Enhancement Note: While previous customer support experience is preferred, NCR is willing to train the right candidate with a strong customer-centric mindset and a willingness to learn. This role offers an excellent opportunity for career growth in the customer support field.

📊 Web Portfolio & Project Requirements (Not Applicable)

This role does not require a web portfolio or project requirements, as it is focused on customer support and not web development or server administration.

💵 Compensation & Benefits

Salary Range: The average salary for a Customer Support Agent in Banja Luka, Bosnia and Herzegovina, is approximately 12,000 BAM (Bosnia and Herzegovina Convertible Mark) per month, according to regional market research. This range may vary based on experience and performance.

Benefits:

Competitive salary and benefits package.
Opportunities for career growth and professional development.
A diverse and inclusive work environment that values and promotes diversity, equity, and inclusion.
The chance to work for a global leader in transforming, connecting, and running technology platforms for self-directed banking, stores, and restaurants.

Working Hours: Full-time position with a standard workweek of 40 hours, typically Monday through Friday, with the possibility of evening, weekend, or on-call shifts as needed to provide customer support during peak hours.

📝 Enhancement Note: While NCR does not provide specific salary information for this role, the estimated salary range is based on regional market research and may vary depending on the candidate's experience and performance. Benefits information is based on NCR's commitment to providing competitive compensation and a supportive work environment.

🎯 Team & Company Context

🏢 Company Culture

Industry: NCR Corporation operates in the technology sector, specializing in transforming, connecting, and running technology platforms for self-directed banking, stores, and restaurants.

Company Size: NCR is a large, global corporation with approximately 38,000 employees worldwide. This size provides opportunities for career growth and exposure to diverse teams and projects.

Founded: NCR was founded in 1884, making it one of the oldest and most established technology companies in the world. Its rich history and extensive experience in the industry contribute to a strong company culture focused on innovation and customer satisfaction.

Team Structure: The customer support team at NCR consists of dedicated professionals who work collaboratively to provide exceptional customer service and resolve technical issues. Team members may specialize in specific products or platforms, allowing for a deep understanding of the technology and the ability to provide tailored solutions to customers.

Development Methodology: NCR's customer support processes are based on Agile methodologies, ensuring that teams can adapt quickly to changing customer needs and market demands. This approach fosters a dynamic and flexible work environment, encouraging continuous improvement and innovation.

Company Website: NCR Corporation

📝 Enhancement Note: NCR's commitment to diversity and equal employment opportunity is evident in its company culture, which values understanding, respecting, and supporting a globally diverse environment. This commitment is reflected in the company's EEO statement and commitment to fostering an inclusive work environment.

📈 Career & Growth Analysis

Customer Support Agent Career Level: This role is an entry-level position within the customer support career path. Responsibilities include handling customer inquiries, troubleshooting technical issues, and maintaining customer satisfaction. Growth opportunities may include promotions to senior customer support roles, team leadership positions, or specialized support roles focusing on specific products or platforms.

Reporting Structure: Customer Support Agents typically report to a Team Lead or Supervisor, who is responsible for managing day-to-day operations, providing guidance, and ensuring that customer support goals are met. The team may also collaborate with cross-functional teams, such as product, engineering, and sales, to address customer issues and improve support processes.

Technical Impact: Customer Support Agents play a crucial role in ensuring customer satisfaction and maintaining NCR's reputation for excellence in technology platforms. By providing effective solutions and addressing customer concerns, agents contribute directly to the success of NCR's products and services.

Growth Opportunities:

Promotion to Senior Customer Support Role: With experience and demonstrated performance, Customer Support Agents may be promoted to senior roles, involving more complex troubleshooting, mentoring junior team members, and contributing to process improvement initiatives.
Specialization in Specific Products or Platforms: As agents gain expertise in NCR's technology platforms, they may have the opportunity to specialize in supporting specific products or systems, becoming subject matter experts in their respective areas.
Transition to Other Roles: With experience and the development of new skills, Customer Support Agents may transition to other roles within NCR, such as sales, marketing, or product management, depending on their interests and career goals.

📝 Enhancement Note: Career growth opportunities in customer support depend on the individual's performance, initiative, and willingness to take on new challenges. NCR offers a supportive work environment that encourages professional development and provides opportunities for career advancement.

🌐 Work Environment

Office Type: NCR's Banja Luka call center provides a modern, collaborative work environment designed to support customer support agents in their daily tasks. The office features an open floor plan, with dedicated spaces for training, meetings, and relaxation.

Office Location(s): Banja Luka Call Center, Banja Luka, Srpska, Republika, Bosnia and Herzegovina

Workspace Context:

Collaborative Environment: The open floor plan encourages teamwork and collaboration, allowing agents to share knowledge and support one another in resolving customer issues.
Equipped Workspaces: Each agent is provided with a dedicated workspace, equipped with a computer, headset, and other necessary tools to perform their job effectively.
Training and Development: NCR invests in the professional development of its employees, providing regular training sessions and workshops to help agents enhance their skills and advance their careers.

Work Schedule: Full-time position with a standard workweek of 40 hours, typically Monday through Friday, with the possibility of evening, weekend, or on-call shifts as needed to provide customer support during peak hours. The work schedule may vary depending on business needs and customer demand.

📝 Enhancement Note: NCR's Banja Luka call center offers a dynamic and engaging work environment that fosters collaboration and professional growth. The company's commitment to employee development and career advancement creates an ideal setting for customer support agents to thrive and succeed.

📄 Application & Technical Interview Process (Not Applicable)

This role does not require a technical interview process, as it is focused on customer support and not web development or server administration.

🛠 Technology Stack & Web Infrastructure (Not Applicable)

This role does not require familiarity with specific web technologies, server platforms, or infrastructure tools, as it is focused on customer support and not web development or server administration.

👥 Team Culture & Values

Customer Support Values:

Customer Focus: NCR's customer support teams prioritize customer satisfaction above all else, ensuring that customers' needs are met and that their issues are resolved efficiently and effectively.
Collaboration: Teamwork and collaboration are essential for providing exceptional customer service. Agents work together to share knowledge, troubleshoot complex issues, and improve support processes.
Continuous Learning: NCR encourages its employees to stay up-to-date with the latest technologies and industry trends, fostering a culture of continuous learning and professional development.
Respect and Inclusion: NCR values diversity and promotes an inclusive work environment where all employees feel respected, valued, and empowered to succeed.

Collaboration Style:

Cross-Functional Integration: Customer support teams collaborate with other departments, such as product, engineering, and sales, to address customer issues, gather feedback, and improve support processes.
Peer-to-Peer Support: Agents work closely together, sharing knowledge and supporting one another in resolving customer issues and achieving team goals.
Knowledge Sharing: NCR encourages agents to share their expertise and experiences with their colleagues, fostering a culture of continuous learning and improvement.

📝 Enhancement Note: NCR's customer support teams embody the company's commitment to diversity, inclusion, and customer satisfaction. By fostering a collaborative and supportive work environment, NCR enables its customer support agents to provide exceptional service and contribute to the company's success.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Handling Complex Customer Issues: Customer Support Agents may encounter complex technical issues that require creative problem-solving, resourcefulness, and the ability to think outside the box.
Managing Multiple Customer Interactions: Agents must be able to handle multiple customer interactions simultaneously, prioritizing tasks, and maintaining a high level of efficiency and effectiveness.
Adapting to Changing Technologies: NCR's technology platforms are constantly evolving, requiring agents to stay up-to-date with the latest features, updates, and troubleshooting techniques.

Learning & Development Opportunities:

Product Training: NCR provides regular training sessions to help agents stay current with the latest product features, updates, and troubleshooting techniques.
Soft Skills Development: Customer support agents have the opportunity to develop and enhance their communication, problem-solving, and interpersonal skills through daily interactions with customers and colleagues.
Career Advancement: With experience and demonstrated performance, Customer Support Agents may pursue career advancement opportunities within NCR, such as promotions to senior roles, specialized support positions, or transitions to other departments.

📝 Enhancement Note: Customer Support Agents face a variety of challenges in their day-to-day roles, but these challenges also present opportunities for growth, learning, and professional development. NCR's commitment to employee development and career advancement creates an ideal environment for agents to overcome obstacles and achieve their full potential.

💡 Interview Preparation

Application Process:

Submit your application through the NCR careers website.
Complete the online application form, providing detailed information about your education, experience, and skills.
Prepare for a phone or video screening, during which you will be asked about your customer support experience, problem-solving abilities, and communication skills.
Participate in an in-depth interview with a member of the NCR customer support team, focusing on your customer-centric mindset, troubleshooting skills, and cultural fit.
Complete a background check and any additional hiring steps required by NCR.

Interview Tips:

Research NCR: Familiarize yourself with NCR's products, services, and company culture to demonstrate your enthusiasm and commitment to the role.
Prepare for Behavioral Questions: Use the STAR method (Situation, Task, Action, Result) to structure your responses to behavioral interview questions, focusing on your problem-solving skills, customer service experience, and ability to work in a team environment.
Practice Active Listening: Show that you can listen attentively to customer concerns and provide tailored solutions to their issues by practicing active listening techniques during the interview.
Demonstrate Your Enthusiasm: Convey your excitement for the role and your commitment to providing exceptional customer service by maintaining a positive attitude and expressing your eagerness to contribute to NCR's success.

📝 Enhancement Note: NCR's interview process is designed to assess candidates' customer support skills, problem-solving abilities, and cultural fit. By preparing thoroughly and demonstrating your enthusiasm for the role, you can increase your chances of success in the interview process.

📌 Application Steps

To apply for this Customer Support Agent position:

Visit the NCR careers website and search for the position by job title or location.
Submit your application through the NCR careers portal, providing detailed information about your education, experience, and skills.
Prepare for a phone or video screening, focusing on your customer support experience, problem-solving abilities, and communication skills.
Participate in an in-depth interview with a member of the NCR customer support team, highlighting your customer-centric mindset, troubleshooting skills, and cultural fit.
Complete a background check and any additional hiring steps required by NCR.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Agent