Associate Service Desk Representative

Job Description:

Associate Service Desk Representative

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 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 0-2 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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