Associate Service Desk Coordinator Job in Hyderabad at Diebold Nixdorf India Pvt. Ltd.
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Associate Service Desk Coordinator
Diebold Nixdorf India Pvt. Ltd.
Full Time Job
Not Disclosed
0-2 years
Posted 30+ days ago
Location
- Hyderabad
Skills Required
- service desk
- Troubleshooting
- Customer Satisfaction
- Customer Service
- technical issues
- Analyse Information
About this Job
Diebold Nixdorf is hiring for the role of Associate Service Desk Coordinator!
Responsibilities of the Candidate:
- Answer inbound customer calls and/or transforms information from any customer service channel into the ticket system.
- Check to ensure reported incidents are covered by the contract and that all caller information, including address details, are correct - retrieves customer agreement on cost if no contract exists.
- Engage 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).
- Use remote tools to troubleshoot, analyze, and resolve technical issues.
- Escalate issues according to established procedures and inform the customer of the next steps.
- Monitor the Universal Work Queue (UWQ) revision of assigned tasks, creating and updating tickets to reflect changes (that is, cancelations, and additional information).
- Inform the manager or dedicated IRM team in case of customer escalations.
- Document all activity and updates the appropriate knowledge management, reporting, and other systems.
- Ensure high levels of customer satisfaction at all times.
Requirements:
- Education or equivalent work experience is required.
- Minimum of 0-2 years of relevant experience or equivalent combination of education and experience in Service Desk Support.
- Good local/client language skills (Written and spoken) as well as business English skills (Written and spoken) are required.
Eligible Degrees
+86 More
Who can apply
Documents Required
1. Resume
2. ID Proof (e.g. Aadhar Card, PAN Card, etc.)
About Diebold Nixdorf India Pvt. Ltd.
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