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.
Position OverviewThe First Level Agent is responsible to provide proactive User Helpdesk Services to inbound customer service requests.
This includes the usage of remote tools to analyze and resolve tickets.
Answer "How do I" questions for dedicated Hardware and Software within the customer environment and perform software distribution to endpoints.
Monitoring Universal Work Queue's (UWQ) - revision of assigned tasks.
Creating and Updating the tickets in case of changes (cancelation, additional information).
In case the customer is calling, provide the status of the ticket.
Handling the E-Mails with additional questions from other levels.
Due to the skills, is able to solve the majority of incidents directly.
Key ResponsibilitiesMonitor Customers ATM networks and take actions on the alerts.Guide customer according to solution trees and knowledge base to solve incidents and service requests.
If not successful, inform customer about next steps.Provide detailed information on all performed activities to the next appropriate level according to process definition.
If incident is solved log all required debriefing information in the ticket according to process definition (incl.
usage of service coder).
In dedicated cases enter debriefing information from field services or further levels (e.g.
L2/L3, Technical support, customer).If necessary, cancel a customer incident at customer's request or update the information in the ticket and answer on customer enquiries regarding status of request processing (e.g.
Engineer Time of Arrival).Ensure high levels of customer satisfaction with individual calls.In dedicated cases provide briefing information to appropriate third party provider.Answer inbound customer calls or calls received by mail, including detailed recording of the issue according to defined processes.Usage of remote tools (where applicable) to analyze and resolve tickets.Manage the answers received by other teams (by mail/ticketing systems) and take appropriate actions based on defined process.Follow up the incidents to guarantee their closure within the defined SLA.QualificationsMin.
6 months or more experience in a call center environment is recommended.Basic technical/IT knowledge in supported customer specific Hardware and SW environment.Knowledge of customer service principles and practices.Spanish is needed for this role.English language skills are additionally implied.PC literacy, especially usage of Microsoft Office package.Willingness to work in shift models such as morning or afternoon/evening and weekend based on customer requirements.Industry know-how preferred.Strength in communication, teamwork, processes and customer orientation, especially friendly and kind behaviour on the phone.Why should you join Diebold Nixdorf?Brightest minds + technology and innovation + business transformation.
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.
Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.
Diebold Nixdorf is an equal opportunity employer and we value diversity at our company.
We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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