Diebold nixdorf

Overview

Provides proactive user helpdesk services to inbound customer service requests, diagnoses and resolves hardware and software issues, performs software distribution, creates and updates tickets, and works with customers to ensure appropriate levels of engagement and communication.

About Diebold nixdorf

The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce.

Requirements & Eligibility

• 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

Key Responsibilities

• Answers inbound customer calls and / or transforms information from any customer service channel into the ticket system
• Checks to ensure reported incidents are covered by contract and that all caller information, including address details, are correct
• Engages with customers to further understand reported issues and provide guidance, according to solution tree and knowledge base protocol
• 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
• Informs manager or dedicated IRM team in case of customer escalations
• Documents all activity and updates the appropriate knowledge management, reporting and other systems