Expect more. Connect more. Be more at Diebold Nixdorf. Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world. Join us in connecting people to commerce in this vital, rewarding role.

 

Provides proactive user helpdesk services to inbound customer service requests. Diagnoses and resolves hardware and software issues, performs software distribution, creates and updates tickets to reflect changes and works with customers to ensure appropriate levels of engagement and communication. Uses available tools and resources, including remote tools, to accomplish tasks.

 

Responsibilities

Answers inbound customer calls and / or collects all necessary information from any customer service channel into the ticket system. Engages with customers to further understand reported issues and provide guidance, according to solution tree and knowledge base protocol, to diagnose and solve incidents (that is password resets, software configuration, etc.). Uses remote tools to troubleshoot, analyze and resolve technical issues. When resolution is unsuccessful, escalates issues according to established procedure and informs customer of next steps. Monitors the Universal Work Queue (UWQ) revision of assigned tasks, creating and updating tickets to reflect changes (that is cancelations, additional information). Informs manager or dedicated IRM team in case of customer escalations. Documents all activity and updates the appropriate knowledge management, reporting and other systems. Ensures high levels of customer satisfaction at all times.

 

Qualifications            

 

Education or equivalent work experience required. Minimum of 0-2 years of relevant experience or equivalent combination of education and experience in Service Desk Support. Good local/client's language skills (Written and spoken) as well as business English skills (Written and spoken) required.

 

 

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