Retail and Ecommerce Application Support Associate I

About NCR VOYIX

NCR Voyix Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail and restaurant industries. NCR Voyix transforms retail stores and restaurant systems with comprehensive, platform-led SaaS and services capabilities. NCR Voyix is headquartered in Atlanta, Georgia, with customers in more than 35 countries across the globe.

Job Description

Position: Retail and Ecommerce Application Support Associate I

Organization: Retail Applications
Location: Cebu, Philippines

Role Overview

The Retail and Ecommerce Application Support Associate I is the first point of contact and primary service owner for our customers. This role operates in a high-volume of ticket environment resolving issues and problems relative to retail and online commerce system. The role ensures smooth daily operations of POS systems, e-commerce platforms, payment gateways, inventory systems, and related applications to minimize downtime and provide a high level of customer satisfaction.

The role supports both hardware and software, including:

• Retail Application software
• Payment, cloud, and web services
• Windows and Linux operating systems

Key Responsibilities

Technical Support (Level 1)

• Intake of the issue into our ITSM – ensuring accurate problem definition and impact/severity alignment
• Perform Level 1 troubleshooting across hardware, software, and cloud services
• Diagnose and resolve known issues across supported platforms and operating systems
• Use remote access tools and knowledge base articles to investigate and resolve incidents efficiently
• Review incident history to identify recurring issues and escalate appropriately

Service Ownership & Collaboration

• Act as the face of NCR Voyix, owning incidents and service requests from initial contact through to resolution or escalation.
• Deliver remote technical support via phone, email, and chat.
• Ensure customers receive services in line with contractual entitlements.
• Take full ownership of customer issues, providing clear communication, progress updates, and confirmation of resolution.
• Serve as the single point of accountability, ensuring customers remain informed—particularly when issues require involvement from other teams or support tiers.
• Gauge customer satisfaction (CSAT) pulse on every interaction, ensuring that communication, ownership, and professionalism reflect our customer‑centric culture.
• Work closely with Level 2 and Level 3 teams to ensure smooth handover, continuity, and high-quality outcomes.
• Support increased demand during peak periods through cross tier collaboration.

Escalation Management

• Escalate incidents internally or externally using defined escalation paths when resolution is not achievable at Level 1 support.
• Retain ownership of escalated cases, communicating outcomes and next steps clearly to the customer

Documentation & Knowledge Management

• Maintain accurate, detailed, and timely incident records in the ITSM system
• Ensure all troubleshooting steps, actions, and resolutions are thoroughly documented
• Contribute to continuous improvement by suggesting or enhancing knowledge articles based on real-world experience

Continuous Improvement & Development

• Participate in coaching, feedback, and development activities to continuously improve service quality
• Support less experienced colleagues through knowledge sharing and joint problem solving
• Take part in initiatives and special projects to improve tools, processes, and service delivery
  • We have a strong culture of internal promotion, and involvement in these projects is an invaluable development opportunity
• Complete all mandatory and role specific training within required timelines

Career Progression

This role operates within a structured support model:

Level 1: Customer intake, known issue resolution, and service ownership

Level 2: Deeper technical investigation and component level root cause analysis

Level 3: Advanced product expertise, complex RCA, and defect resolution

There are clear opportunities for progression as technical capability and service maturity develop.
In addition, business and operational support roles exist within our Cebu center, enabling both vertical and horizontal career movement.

Skills & Experience Requirement:

• High School diploma or equivalent
• Strong written and verbal communication skills in English
• Basic technical knowledge and experience with Windows operating systems
• Ability to work in a structured, process driven support environment
• Strong organizational skills and attention to detail

Good to have exposure:

• Experience with Linux environments
• Experience supporting hardware and software in a service desk or customer support role
• Additional languages (French or German an advantage)

Core Competencies:

• Strong customer focus with a clear sense of ownership and urgency
• Collaborative, team-oriented approach
• Ability to follow defined processes while applying sound judgement
• Comfortable learning new technologies and rotating across product domains
• Professional, clear, and confident communicator

Working Hours and Work Arrangement

• 24/7 shifts with focus on core shifts: 1PM-10PM ,10PM-6:00AM
• 2 straight days off (Sunday-Monday or Friday-Saturday)
• Work Onsite

Offers of employment are conditional upon passage of screening criteria applicable to the job

EEO Statement

Integrated into our shared values is NCR Voyix’s commitment to diversity and equal employment opportunity.  All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law.  NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential.  We believe in understanding and respecting differences among all people.  Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes

“When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”