📍 Job Overview

Job Title: Customer Support L1 Agent
Company: NCR Corporation
Location: Belgrade, Beograd, Serbia
Job Type: Full-time
Category: Customer Support
Date Posted: 2025-07-09
Experience Level: Entry-level to Mid-level (0-2 years)
Remote Status: On-site

🚀 Role Summary

Primary Responsibility: Provide high-quality, first-line technical support to NCR clients and their analysts, ensuring customer satisfaction and problem resolution for NCR products and services.
Key Focus Areas: Remote incident management, technical troubleshooting, problem resolution, customer communication, and knowledge sharing.

📝 Enhancement Note: This role requires strong communication skills, patience, and the ability to work effectively in a high-call volume environment. Prior customer support or helpdesk experience is beneficial but not always required, as training will be provided.

💻 Primary Responsibilities

Remote Technical Support: Provide remote assistance to customers, troubleshooting issues with NCR products and services, and ensuring timely resolution.
Incident Management: Follow the documented Remote Incident Management Process to handle customer issues, escalate when necessary, and maintain accurate records.
Customer Interaction: Communicate effectively with customers via phone, email, and web integration to understand their problems and provide creative solutions.
Problem Resolution: Diagnose and resolve user problems of moderate nature, maximizing product or system availability.
Knowledge Sharing: Contribute to the creation and maintenance of a knowledge database by suggesting relevant articles based on lessons learned.
Teamwork and Collaboration: Work constructively with the team, participate in meetings, and support less experienced colleagues.
Process Improvement: Continuously improve processes, tools, systems, and the organization by participating in special projects as assigned.

🎓 Skills & Qualifications

Education: High School degree or equivalent.

Experience: Entry-level to Mid-level (0-2 years) in customer support, helpdesk, or a related field. Relevant experience in a high-call volume environment is a plus.

Required Skills:

Excellent communication and interpersonal skills in English (minimum B2 level)
Basic computer knowledge and good knowledge of Windows OS
Strong organizational acumen
Ability to work effectively in a team and collaborate with others
Demonstrated sense of urgency for customers
Ability to write, speak, listen, and present information effectively and persuasively

Preferred Skills:

Previous experience in a customer support or helpdesk role
Familiarity with remote access tools and incident tracking systems
Experience with retail products, systems, and various software products
Knowledge of NCR products and services (training will be provided)

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: The salary range for this role in Belgrade, Serbia, is approximately 35,000 to 45,000 RSD (Serbian Dinar) per month, depending on experience and qualifications. This estimate is based on market research and regional salary standards for entry-level to mid-level customer support roles.

Benefits:

Competitive salary and benefits package
Opportunities for career growth and development
Training and coaching to enhance skills and knowledge
Collaborative and inclusive work environment

Working Hours: Full-time, Monday to Friday, with a standard workweek of 40 hours. Overtime may be required based on business needs.

🎯 Team & Company Context

Company Culture:

NCR Corporation is a global leader in consumer transaction technologies, providing digital commerce solutions for the retail, restaurant, and banking industries.
The company values customer satisfaction, innovation, and collaboration, fostering a culture of continuous improvement and growth.
NCR is committed to diversity, equal employment opportunity, and creating a globally inclusive work environment.

Team Structure:

The Customer Support team is part of the broader Service Desk organization, working closely with other teams to ensure customer satisfaction and problem resolution.
The team consists of Level 1, Level 2, and Level 3 support agents, as well as team leaders and supervisors.

Development Methodology:

The team follows a structured incident management process, using tools such as the Help Desk Solution (HDS) system/ITSM tool to track and resolve customer issues.
Continuous improvement is encouraged, with regular team meetings and special projects aimed at enhancing processes, tools, and systems.

Company Website: https://www.ncr.com/

📝 Enhancement Note: NCR Corporation offers a dynamic and inclusive work environment, with opportunities for professional growth and development. The company values diversity and encourages employees to strive to reach their full potential.

📈 Career & Growth Analysis

Customer Support L1 Agent Role Level: Entry-level to Mid-level (0-2 years) position, responsible for providing first-line technical support to NCR clients and their analysts.

Reporting Structure: Reports directly to the Supervisor, with regular communication and collaboration with other team members and stakeholders.

Technical Impact: The role has a direct impact on customer satisfaction and problem resolution, contributing to the overall success of NCR's products and services.

Growth Opportunities:

Career Progression: With experience and demonstrated skills, agents may progress to Level 2 or Level 3 support roles, team leader, or supervisor positions.
Technical Skill Development: Employees have the opportunity to develop their technical skills through training, coaching, and hands-on experience with various NCR products and services.
Leadership Potential: As team members gain experience and demonstrate strong performance, they may be considered for leadership roles within the organization.

📝 Enhancement Note: NCR Corporation offers a clear career path for motivated and dedicated customer support professionals, with opportunities for growth and development in both technical and leadership roles.

🌐 Work Environment

Office Type: Modern, collaborative workspace designed to facilitate teamwork and communication.

Office Location(s): Belgrade, Serbia

Workspace Context:

Collaborative Workspace: The office features an open floor plan, encouraging teamwork and knowledge sharing among support agents.
State-of-the-art Equipment: Employees have access to the latest tools and technologies to effectively perform their jobs and provide exceptional customer support.
Cross-functional Collaboration: The Customer Support team works closely with other teams, such as Sales, Marketing, and Product Development, to ensure customer satisfaction and drive business success.

Work Schedule: Full-time, Monday to Friday, with a standard workweek of 40 hours. Overtime may be required based on business needs.

📝 Enhancement Note: NCR Corporation's Belgrade office provides a dynamic and collaborative work environment, fostering teamwork and knowledge sharing among customer support professionals.

📄 Application & Technical Interview Process

Interview Process:

Phone or Video Screen: A brief phone or video call to assess communication skills, customer focus, and cultural fit.
Technical Assessment: A hands-on assessment of technical troubleshooting skills, problem-solving abilities, and knowledge of NCR products and services.
Final Interview: A face-to-face or video interview with the hiring manager or team leader to discuss career goals, expectations, and fit within the team.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation:

Familiarize yourself with common customer support scenarios and troubleshooting processes.
Brush up on your Windows OS knowledge and remote access tools.
Prepare for behavioral and situational interview questions that focus on problem-solving, communication, and customer service skills.

ATS Keywords: (N/A for this role)

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

Customer Focus: NCR prioritizes customer satisfaction and strives to exceed customer expectations in every interaction.
Collaboration: The Customer Support team works together to ensure customer problems are resolved efficiently and effectively.
Continuous Improvement: NCR encourages a culture of continuous improvement, with regular feedback and process enhancements.
Integrity: NCR values honesty, transparency, and ethical behavior in all aspects of the business.

Collaboration Style:

Cross-functional Integration: The Customer Support team works closely with other teams, such as Sales, Marketing, and Product Development, to ensure customer satisfaction and drive business success.
Code Review Culture: The team follows a structured incident management process, with regular reviews and updates to ensure accurate and up-to-date knowledge.
Knowledge Sharing: Team members are encouraged to share their knowledge and expertise with colleagues to enhance the overall skillset of the team.

📝 Enhancement Note: NCR Corporation fosters a collaborative and inclusive work environment, with a strong focus on customer satisfaction, continuous improvement, and teamwork.

⚡ Challenges & Growth Opportunities

Technical Challenges:

High Call Volume: The role requires the ability to handle a high volume of customer calls and maintain a high level of productivity and accuracy.
Diverse Customer Base: Customer Support agents must be able to effectively communicate with a diverse range of customers, from technical experts to non-technical users.
Problem Resolution: Agents must be able to diagnose and resolve complex technical issues, often remotely, with limited information.

Learning & Development Opportunities:

Training and Coaching: NCR offers comprehensive training and coaching programs to help employees develop their skills and advance their careers.
Conference Attendance: Employees have the opportunity to attend industry conferences and events, gaining exposure to emerging technologies and best practices.
Technical Mentorship: Experienced team members provide mentorship and guidance to less experienced colleagues, fostering a culture of knowledge sharing and continuous learning.

📝 Enhancement Note: NCR Corporation offers a range of technical challenges and learning opportunities, enabling customer support professionals to develop their skills and advance their careers in a dynamic and inclusive work environment.

💡 Interview Preparation

Technical Questions:

Customer Support Scenarios: Be prepared to discuss common customer support scenarios and how you would handle them effectively.
Troubleshooting Processes: Demonstrate your understanding of troubleshooting processes and remote access tools.
Problem-Solving: Showcase your ability to diagnose and resolve complex technical issues, often remotely, with limited information.

Company & Culture Questions:

Customer Support Culture: Explain how you would contribute to NCR's customer-focused culture and maintain high levels of customer satisfaction.
Teamwork: Describe your experience working in a team environment and how you would collaborate with other teams to ensure customer satisfaction.
Adaptability: Discuss your ability to adapt to a dynamic and fast-paced work environment, handling a high volume of customer calls and maintaining a high level of productivity and accuracy.

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: NCR Corporation values strong communication skills, problem-solving abilities, and a customer-focused mindset in its customer support professionals. Prepare for behavioral and situational interview questions that focus on these key competencies.

📌 Application Steps

To apply for this Customer Support L1 Agent position:

Submit your application through the application link provided.
Review the job description and ensure you meet the minimum qualifications and required skills.
Prepare for the phone or video screen by practicing common customer support scenarios and troubleshooting processes.
Research NCR Corporation and the Customer Support team to demonstrate your understanding of the company and its culture.
Prepare for the final interview by reflecting on your career goals, expectations, and fit within the team.

⚠️ 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