Associate Service Support Specialist

Diebold Nixdorf, Incorporated; Buenos Aires; On-site; ARS 63,667,000 - 93,985,000; Full time

Job summary

Diebold Nixdorf, Incorporated is seeking an entry-level Technical Support professional to provide on-site and remote assistance for DN Services, Service Partners and Customers. You will participate in problem management, troubleshooting, and escalation processes while helping improve service procedures.

The role requires a diploma or equivalent, 0-2 years of relevant experience, and strong business English skills.

Qualifications

• Diploma or equivalent work experience required.
• 0-2 years of relevant experience or equivalent combination of education and experience in Service Support.
• Good business English skills (Written and spoken).

Responsibilities

• Provide on-site technical support and cooperate with other stakeholders to resolve issues or support customers.
• Troubleshoot problems with customer configuration, company software or other integration points.
• Assist with customer and/or technician training and supporting material development.
• Escalate complex issues to senior team members or resolver groups in a timely manner.

Skills

Troubleshooting

Customer support

English proficiency

Education

Diploma or equivalent

Job description

Provides technical support to DN Services, Service Partners and Customers, based on expert knowledge of DN-serviced products and solutions. Starting point for structured problem management in the DN Incident & Problem Management process. Identifies, analyzes, addresses and resolves technical problems. Supports technical escalations as a well as improvement initiatives. Adopts and provides technical product trainings and ensures communication and feedback of service-relevant information to / from country services units. Develops, implements, maintains and advises on service processes and standard operational procedures. Initiates, manages or supports customer, fleet and product performance improvement projects and initiatives.

• Gains familiarity with Service Support concepts, practices and methodologies.
• Studies and complies with the company's product support and related case management policies and procedures.
• With guidance, performs standard Product Support duties, including: Working with senior team members to understand customer identified product issues and problems.
• Troubleshooting problems ( For Example, with customer configuration, company software or other integration points).
• Assisting with customer and / or technician training and supporting material development.
• Identifying / resolving issues that prevent customers from getting full value from the company's products and services.
• Ensuring proper follow-up with customers and internal service providers.
• Escalates complex issues and high-impact problems to senior team members, team lead and / or the according resolver groups.
• Provides on-site technical support and co-operates with other stakeholders to resolve issues or support customers.

Required Qualifications

• Diploma or equivalent work experience required.
• Minimum of 0-2 years of relevant experience or equivalent combination of education and experience in Service Support.
• Good business English skills (Written and spoken).