Associate Service Desk Specialist Job in Hyderabad at Diebold Nixdorf India Pvt. Ltd.

Diebold Nixdorf India Pvt. Ltd. is hiring for the role of Associate Service Desk Specialist!

Responsibilities of the Candidate:

• Answer 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 (i.e., 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 (i.e., 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:

• High School Diploma or comparable
• Min. 6 months experience in a call center environment is recommended
• 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.
• Strength in communication, teamwork, processes and customer orientation, especially friendly and kind behavior on the phone