Associate Service Desk Representative Job in Hyderabad at Diebold Nixdorf
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Associate Service Desk Representative
Diebold Nixdorf
Full Time Job
Not Disclosed
0-2 years
Posted 30+ days ago
Location
- Hyderabad
Skills Required
- Customer Satisfaction
- Customer Calling
- Communication Skills
- Time management skills
About this Job
Diebold Nixdorf is hiring for the role of Associate Service Desk Representative!
Responsibilities of the Candidate:
- 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.
- Ensures high levels of customer satisfaction at all times.
Requirements:
- 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.
- Good local/client's language skills (Written and spoken) as well as business English skills (Written and spoken) required.
Eligible Degrees
+95 More
Who can apply
Documents Required
1. Resume
2. ID Proof (e.g. Aadhar Card, PAN Card, etc.)
About Diebold Nixdorf
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