Associate Service Desk Representative with Portuguese

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.

Associate Service Desk Representative with Portuguese 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.

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.

• 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.
• Excellent Portuguese language skills (Written and spoken) as well as business English skills (Written and spoken) required.

We offer:
Contract of Employment
Private Medical Care
Cafeteria Program
Multisport Card
Life Insurance
Hybrid Work Model (if applicable)
26 Days Annual Leave Regardless of Seniority
Learning & Development (8000 Trainings)
Career Growth Opportunities
International & Multicultural Environment
Foreign Language Use
Employee Assistance Program
Employee Referral Program
Supportive & Inclusive Culture

Pay Transparency Statement
The monthly base salary for this position is minimum 6600 PLN Gross.
Actual compensation will depend on factors such as qualifications skills competencies geographic location and relevant experience. Certain roles may include additional components beyond base salary such as incentive opportunities or other forms of variable compensation. Details of any such components will be discussed during the interview process and will be governed by the applicable plan documents.

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