Payments Support Supervisor

Skip to main contentWe use cookies on this site. By permitting cookies and continuing to use our site, you agree to our use of cookies. Click here for more information about how we use cookies and how you can manage your cookie settingsDeclineAccept CookiesInsights. Connections. Experiences.Sign InPayments Support Supervisor page is loadedPayments Support SupervisorApplylocationsCEBU CITY, PHLtime typeFull timeposted onPosted 20 Days Agojob requisition idR0156829About NCR VOYIXNCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide.TITLE: NCR CSS (Customer Solutions Support) SW Support, Technical Support SupervisorLOCATION: [Belgrade] or [Banja Luka] or [Cebu City]GRADE: 10Type and job description:Position works in Technical Assistance Center (TAC) environment supporting NCR's customers (both internal and external) and their analysts in providing problem resolution for NCR products and services and other related products and/or equipment;Responsible for ensuring the customer's entitlement of services; Remotely deliver solutions, dispatch service personnel, and when appropriate verify resolution of a customer's issue that has not been escalated; Work directly with the customer to understand the problem, and/or escalate problem to the next level;Position’s primary responsibility is managing the Technical Assistance team and assuming full accountability for the team’s performance, allocating workload, training and coaching new employees and Team Leads, providing feedback for improvement, ensuring meeting of SLAs, assisting Managers of the Team and ensuring continuous uninterrupted day-to-day operation;Provides long-term planning for the improvement and optimization of the team and team’s efficiency, productivity, performance, knowledge and improvement;Responsible for the full administrative functionality of the team by collaborating with Financial, Payroll, HR, Legal, Upper Management, QC and all other connected teams and organizations within the company;Reviews team members productivity and performance and provides individual and team coaching;Ensures satisfactory level of team behavior, work ethics and discipline;Conducts and is responsible for hiring process for the team and their subsequent full integration into production environment;Plans annual team goals and creates plan for their successful completion;Reviews incident history to determine recurring faults;Provide technical phone, email, chat and/or other kind of support on Hospitality, Retail, Financial and/or Cloud NCR supported products, systems and other related software products; Provide accurate solutions to user problems to maximize product or system availability; Take ownership of service request from customer and ensure timely and satisfactory resolution of problem;Escalate both internally and externally when required in accordance with defined Escalation Paths;Enhance and develop quality support methods and communication skills through coaching feedback, and other developmental approaches;Assist in the resolution of user and support issues over multiple user sites to ensure timely distribution of knowledge and cause positive impact on user satisfaction; Updates work orders and provides status information;Research, resolve, and respond to questions received via telephone calls, letters, and callbacks in a timely manner, in accordance with current standards and set targets; Communicate with customers through various means (oral, written, electronic) to remotely resolve customer problem;Use tools to remotely access customer...