US Postal Support - Support Agent L1 ID-9111

About NCR VOYIX

NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.

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Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world’s leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers’ technology systems.

Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today’s competitive landscape.

Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner.

Job Description: SAS L1 Support Agent

Location: Georgia, Virtual

Requirements: Ability to obtain a “Sensitive” level USPS clearance

Education: Associate degree in technical field with 3 years of technical support and customer service experience in a technology related position, or a high school diploma and 5 years of technical support and customer service in a technology related position.

Technical Skills: Functional knowledge of Windows 10 & 11, Microsoft Office 365, TCP/IP, IP Protocols, LAN, WAN, VPN, IP telephony, standard MS command line and Powershell utilities, ServiceNow Incident Management system, Knowledge Base Systems, hardware troubleshooting

Summary of Duties: 

The L1 Support Agent will work in a fast-paced call center help desk environment providing technical hardware, software, and procedural support for the USPS Retail Systems Software (RSS) solution to the US Postal Service enterprise. The technical support is delivered 100% via telephone for troubleshooting hardware and software related issues. This is a virtual position that may require occasional duty at an NCR Voyix location in either Germantown, Maryland at 20370 Seneca Meadows Parkway, 20876 or Peachtree City, Georgia at 200 Hwy 74 South, 30269. Candidates must have sufficient high speed internet access, and a suitable work location in their home to facilitate working virtually as well as reliable transportation to facilitate working in the office when required. Agents must be customer service focused team players who are able to work independently, organize, multi-task and prioritize task work. Employee is highly autonomous and performance assignments related to implementation and operational support of the USPS enterprise. Agents are required to participate in the development of Knowledge Base articles when new issues are discovered.

Primary responsibilities:

  • Answering customer phone calls.
  • Providing remote technical support.
  • Documentation and incident management using the USPS ‘ServiceNow ticketing system.
  • Ordering replacement parts.
  • Other customer support related activities.

US Postal Support - Support Agent L1 ID-9111

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