Customer Support L1 Agent - Italian Speaker at NCR Corporation

📍 Job Overview

Job Title: Customer Support L1 Agent - Italian Speaker
Company: NCR Corporation
Location: Belgrade, Serbia
Job Type: Full-Time
Category: Customer Support
Date Posted: June 11, 2025
Experience Level: Entry-level (0-2 years)
Remote Status: On-site

🚀 Role Summary

Provide first-line customer support for hardware and software issues
Collaborate with NCR and third-party technicians to resolve technical problems
Track and report on incident performance to meet Service Level Agreements (SLAs)
Contribute to product and customer base training as needed
Implement remote fixes and apply troubleshooting checklists

📝 Enhancement Note: This role requires strong communication skills in both Italian and English, as well as problem-solving and analytical skills to effectively support customers and collaborate with technicians.

💻 Primary Responsibilities

Customer Interaction: Work directly with customers to resolve recurring or standard problems
Technical Support: Provide technical support and assistance to clients and businesses regarding hardware and software issues
Incident Tracking: Review incident history to determine recurring faults and provide daily and weekly incident tracking sheets
Work Order Management: Update work orders and provide status information
Resource Allocation: Allocate engineer appointment times for jobs requiring multiple resources on-site
Escalation Handling: Respond to escalated calls as needed
Training & Development: Participate in product set or customer base training and implement remote fixes using guided search for diagnosis across multiple products

📝 Enhancement Note: This role involves a high level of customer interaction, requiring excellent communication skills and the ability to remain calm under pressure when dealing with technical issues.

🎓 Skills & Qualifications

Education: High school diploma or equivalent

Experience: Entry-level position, with 0-2 years of relevant experience preferred

Required Skills:

Fluent in Italian and English
Basic PC literacy; keyboard proficiency
Understanding of Windows-based applications/tools
Problem-solving and analytical skills
Relationship building skills; excellent communication skills, verbal and written as well as listening skills

Preferred Skills:

Previous customer support or technical support experience
Familiarity with hardware and software troubleshooting techniques
Experience with desktop diagnostic tools

📝 Enhancement Note: While not explicitly stated, having some familiarity with NCR's products or similar hardware and software would be beneficial for this role.

📊 Web Portfolio & Project Requirements (N/A)

Portfolio Essentials: Not applicable for this role
Technical Documentation: Not applicable for this role

💵 Compensation & Benefits

Salary Range: The salary range for this position is not provided. However, based on market research for entry-level customer support roles in Belgrade, Serbia, the estimated salary range is approximately RSD 40,000 - 60,000 (EUR 350 - 530) per month.

Benefits:

Competitive benefits package
Opportunities for professional development and training
Dynamic and inclusive work environment

Working Hours: Full-time position, with standard working hours Monday through Friday, 8:00 AM to 5:00 PM (CET), with possible on-call rotations for after-hours support.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology

Company Size: Large (16,000+ employees)

Founded: 1884

Team Structure:

The Customer Support team is part of the broader Global Services organization
The team consists of Level 1, Level 2, and Level 3 support agents, as well as team leads and managers
The team works closely with NCR and third-party technicians to resolve technical issues

Development Methodology:

The team follows a structured incident management process to track and resolve customer issues
They use a ticketing system to manage and prioritize incoming requests
The team works collaboratively, with regular team meetings and knowledge-sharing sessions

Company Website: NCR Corporation

📝 Enhancement Note: NCR Corporation is a global leader in consumer transaction technologies, with a strong focus on innovation and customer satisfaction. This role offers an opportunity to work in a dynamic and inclusive environment, with a wide range of products and services.

📈 Career & Growth Analysis

Customer Support L1 Agent: This is an entry-level position within the Customer Support team. The primary responsibility is to provide first-line support to customers, resolving recurring or standard problems, and escalating more complex issues to higher-level support teams.

Reporting Structure: The Customer Support L1 Agent reports directly to the Customer Support Team Lead or Manager.

Technical Impact: The role involves direct customer interaction, troubleshooting, and incident tracking, which directly impacts customer satisfaction and the overall performance of the support team.

Growth Opportunities:

Career Progression: With experience and strong performance, there may be opportunities to advance to Level 2 or Level 3 support roles, or to move into a team lead or management position
Technical Skill Development: The role offers opportunities to learn and develop technical skills, as well as gain experience with various hardware and software products
Emerging Technologies: As NCR continues to innovate and expand its product offerings, there may be opportunities to work with emerging technologies and contribute to the development of new support processes and procedures

📝 Enhancement Note: While the specific career progression path may vary depending on individual performance and company needs, this role offers a solid foundation for a career in customer support or technical support within the technology industry.

🌐 Work Environment

Office Type: Modern, open-plan office with collaborative workspaces and dedicated support areas

Office Location(s): Belgrade, Serbia

Workspace Context:

The workspace is designed to facilitate collaboration and communication among team members
Each support agent has access to multiple monitors, testing devices, and other tools necessary to effectively diagnose and resolve technical issues
The work environment is dynamic and fast-paced, with a focus on providing timely and effective customer support

Work Schedule: Full-time position, with standard working hours Monday through Friday, 8:00 AM to 5:00 PM (CET), with possible on-call rotations for after-hours support.

📝 Enhancement Note: The work environment is designed to support the team's mission of providing exceptional customer support, with a focus on collaboration, communication, and continuous improvement.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to assess language proficiency and basic customer support skills
Technical Assessment: A hands-on assessment to evaluate problem-solving skills, technical knowledge, and customer support capabilities
Behavioral Interview: A structured interview to assess communication skills, teamwork, and cultural fit
Final Interview: A meeting with the hiring manager to discuss the role, company culture, and next steps

Portfolio Review Tips: Not applicable for this role

Technical Challenge Preparation:

Brush up on basic hardware and software troubleshooting techniques
Familiarize yourself with common customer support processes and best practices
Prepare examples of your problem-solving skills and customer service experience

ATS Keywords: Customer Support, Technical Support, Incident Management, Problem-Solving, Communication Skills, Italian, English, Windows-Based Applications, Hardware Troubleshooting, Software Troubleshooting, Customer Service, Teamwork, Collaboration

📝 Enhancement Note: While the specific interview process may vary depending on the candidate and company needs, the focus is on assessing the candidate's technical skills, problem-solving abilities, and customer support capabilities.

🛠 Technology Stack & Web Infrastructure (N/A)

Frontend Technologies: Not applicable for this role
Backend & Server Technologies: Not applicable for this role
Development & DevOps Tools: Not applicable for this role

👥 Team Culture & Values

Customer Support Values:

Customer Focus: Putting the customer first and striving to exceed their expectations
Integrity: Acting with honesty and integrity in all aspects of the job
Accountability: Taking responsibility for one's actions and delivering on commitments
Collaboration: Working together to achieve common goals and support one's teammates
Innovation: Continuously seeking new and better ways to provide customer support and improve the customer experience

Collaboration Style:

Cross-Functional Integration: Working closely with other teams, such as product, marketing, and sales, to ensure customer needs are met and customer feedback is incorporated into product development
Code Review Culture: Regularly reviewing and discussing customer support processes and best practices to ensure continuous improvement
Knowledge Sharing: Actively sharing knowledge and expertise with teammates to enhance the overall skillset of the team

📝 Enhancement Note: The Customer Support team at NCR Corporation values collaboration, innovation, and a customer-focused approach to providing exceptional support to customers.

⚡ Challenges & Growth Opportunities

Technical Challenges:

High Volume of Inquiries: Managing a high volume of customer inquiries and ensuring timely resolution of issues
Diverse Customer Base: Supporting a diverse customer base with varying levels of technical proficiency and expectations
Emerging Technologies: Staying up-to-date with new products, features, and technologies, and adapting support processes accordingly
Escalation Management: Effectively managing escalations and ensuring smooth handoff to higher-level support teams

Learning & Development Opportunities:

Product Training: Regular training on NCR's products and services to ensure up-to-date knowledge and expertise
Customer Service Skills: Developing and honing customer service skills through ongoing training and feedback
Technical Skills Development: Gaining experience with various hardware and software products, as well as troubleshooting techniques and tools
Leadership Development: Opportunities to develop leadership skills through mentoring, coaching, and team management roles

📝 Enhancement Note: While the role presents unique challenges, it also offers numerous opportunities for growth, learning, and development within the dynamic and inclusive environment of NCR Corporation.

💡 Interview Preparation

Technical Questions:

Customer Support Scenarios: Be prepared to discuss your experience with customer support and how you've handled challenging situations in the past
Troubleshooting Techniques: Demonstrate your understanding of hardware and software troubleshooting techniques and how you apply them in a customer support context
Customer Service Standards: Show your understanding of customer service standards and how you ensure customer satisfaction in your support interactions

Company & Culture Questions:

NCR Corporation: Research NCR Corporation's history, mission, and values, and be prepared to discuss how you align with the company's culture and goals
Customer Support Team: Learn about the Customer Support team's structure, dynamics, and how you would contribute to their success
Customer Experience: Demonstrate your understanding of NCR's customer base and how you would work to exceed their expectations in your support interactions

Portfolio Presentation Strategy: Not applicable for this role

📝 Enhancement Note: While the specific interview questions may vary depending on the candidate and company needs, the focus is on assessing the candidate's technical skills, problem-solving abilities, and customer support capabilities, as well as their cultural fit within the NCR Corporation team.

📌 Application Steps

To apply for this Customer Support L1 Agent - Italian Speaker position:

Submit your application through the application link provided
Customize your resume to highlight your relevant customer support experience, technical skills, and problem-solving abilities
Prepare for the phone screen and technical assessment by brushing up on your hardware and software troubleshooting techniques, as well as common customer support processes and best practices
Research NCR Corporation, the Customer Support team, and the company's customer base to ensure a strong understanding of the role and the company culture

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

Customer Support L1 Agent - Italian Speaker