Associate Service Desk Representative
Associate Service Desk Representative
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Expect more. Connect more. Be more at Diebold Nixdorf. Our teams automate digitize and transform the way more than 75 million peoplearound the globebank and shop in thishyperconnected consumercentric world. Join us inconnecting people to commerce in this vital rewardingrole.
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 calls will need to make outbound calls to update techs in real time may need to open tickets for a higher level of technical support.
- 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 to diagnose and solve incidents for example: 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 revision of assigned tasks creating and updating tickets to reflect changes for example: cancelations additional information.
- Informs manager or dedicated IRM team in case of customer escalations.
- Ensures high levels of customer satisfaction at all times.
- May need to work on special projects occasionally
Qualifications
Required Qualifications
- High School education or equivalent work experience required.
- Minimum of 02 years of relevant experience or equivalent combination of education and experience in service desk support and customer service.
- Business English skills (Written and spoken) required.
- Knowledge of Microsoft Excel spreadsheets and Outlook.
- May be required to work overnight or weekends.
Salary Range: $15.00 per hour to $17.00 per hour. Actual compensation for this role will depend on several factors including your qualifications skills competencies geographic location internal equity and relevant experience.
Benefits
Health Dental and Vision Insurance
Life Insurance
Critical illness Accident and Hospital Indemnity Insurance
401(k) Savings Plan
Health Savings Account
Leave of Absence Benefits
Paid Time Off
The application window is expected to close May 1st 2025.
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Required Experience:
IC
Employment Type
Full-Time
