Job Description

Position Overview:

The 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 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 Responsibilities:

• Guide customer according to solution trees and knowledge base to solve incidents and service requests (e.g. Password resets, SW configuration, etc.). If not successful inform customer about next steps.
• 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, including detailed recording of the issue according to defined processes.
• Check if reported incident is covered by contract and also if caller information and address details are correct, then initiate defined actions.
• Transform tickets created by any Customer Service channel into the Ticket system.
• Retrieve customer agreement on cost coverage, if no contract exists.
• Identify and escalate situations requiring urgent attention.
• Inform Line Manager or dedicated IRM team in case of customer escalations.
• Provide detailed information on all performed activities to 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.
• Responsible for ensuring that the set KPIs are achieved.
• To update the call management system accurately and efficiently with call details, actions taken and resolution
• To proactively monitor systems in order to pre-empt customer issues and calls
• To ensure high levels of customer satisfaction with individual calls
• Provision of added value services during non-peak times.
• If not successful in solving the ticket, forward to the next appropriate level.
• Usage of remote tools (where applicable) to analyze and resolve tickets.
• Answer How do I Questions for Hardware and Software in the customer environment.
• Enter correct spare part proposal by using individual product configuration details.

• Observe technical or process problems at all times
• Proactively inform Line Manager about potential problems and suggest improvement action.
• Report on faulty master data if noticed.
• To make recommendations on potential improvements to working practices and performance IE feedback on Knowledge tree

Required Qualifications:

• Technical background, e.g. education in information electronics, mechanics and/or SW skills.
• In individual cases it is possible to assign the function to an employee, if the essential professional knowledge is acquired by work experience.

• Good technical knowledge in supported customer specific Hardware and SW environment
• Knowledge of customer service principles and practices.
• Native Speaker quality in required local language/primary language.
• English language skills are additionally implied.
• PC literacy, especially usage of Microsoft Office package.
• Willingness to work in shift models, based on customer requirements.
• Industry Knowhow preferred.

Requisition Employer Description

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, gender identity, age, marital status, veteran status, or disability status.

** To all recruitment agencies: Diebold Nixdorf does not accept agency resumes. Please do not forward resumes to our jobs alias, Diebold Nixdorf employees or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited resumes**

We are a global Company operating in multiple Locations and Entities. As we are keen to find the best solution for our candidates several legal entities might be applicable for a Job offer. A List of our operating entities can be found

Diebold Nixdorf