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About Company :
We automate, digitize and transform the way people bank and shop. We offer proven expertise and comprehensive portfolios in cutting-edge product technology, multi-vendor software and service excellence for financial and retail customers. Consumer behavior is changing rapidly; people are empowered and connected and expect unprecedented service and convenience. The world is “always on” – a digital era requiring us to orchestrate touchpoints in ways that meet and exceed the 24/7 automation needs of the banking and retail worlds. Diebold Nixdorf employs approximately 21,000 employees in more than 130 countries worldwide. We are publicly traded on the New York Stock Exchange under the symbol “DBD.”
Job Description :
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 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 – retrieves customer agreement on cost if no contract exists.
- 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.
Required 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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