Support Analyst

As a global leader in providing digital commerce solutions, NCR VOYIX Corporation focuses on transforming everyday consumer interactions into meaningful moments in the retail, restaurant, and digital banking industries. With a workforce of approximately 16,000 employees spread across 35 countries, we have been at the forefront of consumer transaction technologies for nearly 140 years. Our mission is to empower stores, restaurants, and financial institutions to surpass their objectives, from enhancing customer satisfaction and revenue growth to achieving operational excellence and increased profitability. **Key Areas of Responsibility:** - Manage caseload by handling full escalations and requests for assistance. - Diagnose and resolve technical issues at the 3rd level and escalate to internal development teams or external vendors when necessary. - Offer technical assistance and remote troubleshooting support as part of a global 24/7 support organization, including availability for on-call shifts. - Detect, investigate, reproduce, and report defects, tracking them through internal systems, providing fixes for production issues, setting up environments for issue reproduction and testing workarounds, and developing ad-hoc solutions. - Mentor L1 and L2 Support Technicians, write and review technical documents for internal and public use, and pursue opportunities for continuous education. - Collaborate closely with Systems Analysts, Developers, Testers, and Project Managers to enhance customer satisfaction. **Basic Qualifications:** - Minimum of 3-5 years of experience in a senior technical support role, preferably in the Retail industry. - Strong technical background in writing SQL queries (mandatory) and development (e.g., .NET, scripting, web services, XML/HTML). - Proficiency in producing clear, accurate, and concise problem statements, gathering/analyzing data, recording detailed case notes, troubleshooting, and using related tools and technologies. - Exceptional customer service skills, ability to be persuasive/assertive while maintaining a professional demeanor. *Please note that offers of employment are contingent upon meeting the screening criteria relevant to the job.*,