Support Analyst

As a global leader in providing digital commerce solutions for the retail, restaurant, and banking industries, NCR VOYIX Corporation is dedicated to transforming everyday consumer interactions into meaningful moments. With a workforce of approximately 16,000 employees spread across 35 countries, our focus is on enhancing retail, restaurant, and digital banking experiences through cloud-based, platform-led SaaS, and services capabilities. **Key Areas of Responsibility:** - Manage caseload by handling full escalations and requests for assistance. - Diagnose and resolve technical issues at the 3rd level, escalating 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.,