Customer Support L1 Agent at NCR Corporation

📍 Job Overview

Job Title: Customer Support L1 Agent
Company: NCR Corporation
Location: Belgrade, Serbia
Job Type: On-site, Full-Time
Category: Customer Support
Date Posted: 2025-07-28

🚀 Role Summary

Primary Point of Contact: The Customer Support L1 Agent is the first line of contact for customers and their analysts, providing problem resolution for NCRV products and services.
High Volume Environment: This role operates in a high call volume Service Desk environment, supporting customers and their analysts to ensure their entitlement of services.
Troubleshooting and Resolution: The Customer Support L1 Agent is responsible for remotely delivering solutions, dispatching service personnel, and verifying resolution of customer issues.

📝 Enhancement Note: This role requires strong communication skills, patience, and the ability to multitask in a fast-paced environment. It is an excellent opportunity for individuals seeking to build a career in customer support and technical troubleshooting.

💻 Primary Responsibilities

Customer Interaction: Work directly with customers to understand their problems and provide accurate, creative solutions to maximize product or system availability.
Incident Management: Follow the documented Remote Incident Management Process to perform Level 1 hardware and software troubleshooting with end-users of self-checkouts, point-of-sales, applications, and servers.
Escalation and Collaboration: Escalate issues internally and externally when required, according to defined Escalation Paths. Collaborate with the team to ensure timely distribution of knowledge and positive impact on user satisfaction.
Documentation and Knowledge Sharing: Document problem description and all subsequent activity, suggest knowledge articles based on lessons learned, and contribute to process improvement.
Special Projects: Participate in special projects as assigned to continuously improve processes, tools, systems, and the organization.

📝 Enhancement Note: This role requires strong problem-solving skills, attention to detail, and the ability to work effectively under pressure. It also offers opportunities for professional growth and development.

🎓 Skills & Qualifications

Education: High School degree or equivalent.

Experience: Proven excellent communication and interpersonal skills. Basic computer knowledge and solid organizational skills are required.

Required Skills:

Excellent communication skills in English (B2 level or above)
Strong organizational skills
Basic computer knowledge
Ability to work effectively in a team environment
Strong problem-solving skills
Ability to work under pressure and multitask

Preferred Skills:

Previous experience in customer support or a related field
Familiarity with NCRV products and services
Knowledge of IT Service Management (ITSM) tools

📝 Enhancement Note: While previous experience in customer support is not required, it is highly desirable. Candidates with experience in a similar role may have an advantage in this competitive field.

📊 Web Portfolio & Project Requirements (N/A)

Note: This role does not require a web portfolio or project requirements as it is not a web development or server administration position.

💵 Compensation & Benefits

Salary Range: The salary range for this position is not provided. However, according to regional market research, the average salary for a Customer Support L1 Agent in Belgrade, Serbia, is approximately 40,000 RSD (Serbian Dinar) per month, or around 480,000 RSD (5,760 EUR) per year.

Benefits:

Competitive salary and benefits package
Opportunities for professional growth and development
A dynamic and inclusive work environment

Working Hours: The standard workweek is 40 hours, typically Monday through Friday, with opportunities for overtime as needed.

📝 Enhancement Note: While the salary range is not provided, the average salary for this role in the region has been included for reference. Benefits may vary and should be discussed with the hiring organization.

🎯 Team & Company Context

🏢 Company Culture

Industry: NCR Corporation is a leading global provider of digital commerce solutions for the retail, restaurant, and banking industries.

Company Size: NCR Corporation has approximately 16,000 employees in 35 countries across the globe.

Founded: NCR Corporation was founded in 1884 and is headquartered in Atlanta, Georgia, USA.

Team Structure: The Customer Support team at NCR Corporation consists of multiple levels of support, with the Customer Support L1 Agent serving as the first point of contact for customers and their analysts.

Development Methodology: NCR Corporation follows industry-standard IT Service Management (ITSM) practices, such as ITIL, to ensure effective incident, problem, and change management.

Company Website: NCR Corporation Website

📝 Enhancement Note: NCR Corporation is a global leader in its industry, offering opportunities for professional growth and development in a dynamic and inclusive work environment.

📈 Career & Growth Analysis

Role Level: The Customer Support L1 Agent role is an entry-level position in the customer support field, offering opportunities for professional growth and development.

Reporting Structure: This role reports directly to the Customer Support Team Lead or Manager.

Technical Impact: The Customer Support L1 Agent has a direct impact on customer satisfaction and the resolution of customer issues, contributing to the overall success of the organization.

Growth Opportunities:

Promotion to Senior Customer Support Roles: With experience and demonstrated proficiency, Customer Support L1 Agents may be promoted to Senior Customer Support roles, offering increased responsibility and compensation.
Transition to Technical Roles: Strong performers in this role may have the opportunity to transition into technical roles within the organization, such as Technical Support Specialist or IT Support roles.

📝 Enhancement Note: Career progression in this role may depend on individual performance, organizational needs, and available opportunities.

🌐 Work Environment

Office Type: NCR Corporation's Belgrade, Serbia, office is a modern, collaborative workspace designed to facilitate teamwork and communication.

Office Location(s): NCR Corporation's Belgrade, Serbia, office is located in the Belgrade Campus.

Workspace Context:

Collaborative Environment: The workspace is designed to encourage collaboration and teamwork, with open-plan offices and shared spaces for team meetings and brainstorming sessions.
Modern Technology: The workspace is equipped with modern technology, including multiple monitors and testing devices, to support the team's technical needs.
Flexible Work Arrangement: NCR Corporation offers flexible work arrangements, including remote work options, to support work-life balance.

Work Schedule: The standard workweek is 40 hours, typically Monday through Friday, with opportunities for overtime as needed.

📝 Enhancement Note: NCR Corporation's work environment is designed to support collaboration, innovation, and work-life balance, with opportunities for professional growth and development.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to assess communication skills and cultural fit.
Technical Assessment: A hands-on assessment of troubleshooting skills and problem-solving abilities.
Behavioral Interview: An in-depth discussion of past experiences, behaviors, and motivations.
Final Interview: A meeting with the hiring manager to discuss the role, team dynamics, and company culture.

Portfolio Review Tips: N/A

Technical Challenge Preparation: N/A

ATS Keywords: Customer Support, Problem Resolution, Technical Support, Communication Skills, Organizational Skills, Teamwork, Troubleshooting, Incident Management, Remote Access, Documentation, Feedback, Process Improvement, Knowledge Sharing, Service Request Management, Customer Satisfaction, Coaching, IT Service Management (ITSM), ITIL

📝 Enhancement Note: While this role does not require a web portfolio or technical challenge preparation, strong communication skills and problem-solving abilities are essential for success in this role.

🛠 Technology Stack & Web Infrastructure (N/A)

Note: This role does not require a specific technology stack or web infrastructure knowledge as it is not a web development or server administration position.

👥 Team Culture & Values

Customer Support Values:

Customer Focus: NCR Corporation prioritizes customer satisfaction and ensures that customers' needs are met through effective communication and problem resolution.
Collaboration: NCR Corporation fosters a collaborative work environment, encouraging teamwork and knowledge sharing among team members.
Continuous Learning: NCR Corporation values continuous learning and professional development, offering opportunities for growth and advancement within the organization.

Collaboration Style:

Cross-Functional Integration: The Customer Support team works closely with other departments, such as Sales, Marketing, and Product Development, to ensure customer needs are met and products are improved.
Code Review Culture: NCR Corporation encourages a culture of knowledge sharing and peer learning, with regular team meetings and training sessions to discuss best practices and new technologies.
Knowledge Sharing: NCR Corporation values knowledge sharing and encourages team members to share their expertise and experiences with their colleagues.

📝 Enhancement Note: NCR Corporation's customer support team values customer focus, collaboration, and continuous learning, offering a dynamic and inclusive work environment for professionals seeking to build a career in customer support.

⚡ Challenges & Growth Opportunities

Technical Challenges:

High Call Volume: Customer Support L1 Agents must be able to manage a high volume of customer calls and maintain composure and effectiveness under pressure.
Diverse Customer Base: Customer Support L1 Agents must be able to communicate effectively with customers from diverse backgrounds and technical proficiency levels.
Escalation Paths: Customer Support L1 Agents must be able to determine when to escalate issues and follow the appropriate escalation paths to ensure timely resolution.

Learning & Development Opportunities:

Training and Development: NCR Corporation offers comprehensive training and development programs to help Customer Support L1 Agents build the skills and knowledge needed to succeed in their roles and advance their careers.
Conference Attendance: NCR Corporation encourages Customer Support L1 Agents to attend industry conferences and events to stay up-to-date with the latest trends and best practices in customer support and technical troubleshooting.
Mentorship Programs: NCR Corporation offers mentorship programs to help Customer Support L1 Agents develop their skills and advance their careers under the guidance of experienced team members.

📝 Enhancement Note: Customer Support L1 Agents at NCR Corporation face unique challenges in a high call volume environment, but they also have access to extensive learning and development opportunities to support their professional growth and development.

💡 Interview Preparation

Technical Questions:

Customer Support Scenarios: Be prepared to discuss your experience with customer support scenarios and how you have handled challenging customer interactions in the past.
Troubleshooting Scenarios: Be prepared to discuss your troubleshooting skills and how you have resolved technical issues in the past.
Problem-Solving Scenarios: Be prepared to discuss your problem-solving skills and how you have approached complex challenges in the past.

Company & Culture Questions:

Company Knowledge: Research NCR Corporation's history, mission, and values to demonstrate your understanding of the organization and its commitment to customer satisfaction.
Team Dynamics: Be prepared to discuss your experience working in a team environment and how you have contributed to team success in the past.
Customer Focus: Be prepared to discuss your commitment to customer satisfaction and how you have gone above and beyond to meet customer needs in the past.

Portfolio Presentation Strategy: N/A

📝 Enhancement Note: Customer Support L1 Agents at NCR Corporation should focus on their communication skills, problem-solving abilities, and customer support experience during the interview process.

📌 Application Steps

To apply for this Customer Support L1 Agent position at NCR Corporation:

Submit your application through the application link provided.
Prepare for a phone screen to assess your communication skills and cultural fit.
Complete a technical assessment to demonstrate your troubleshooting and problem-solving skills.
Participate in a behavioral interview to discuss your past experiences, behaviors, and motivations.
Attend a final interview with the hiring manager to discuss the role, team dynamics, and company culture.

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

Customer Support L1 Agent