Diebold Nixdorf Looking for Sr Service Desk Specialist – L2 Network – BLF replaceme[...]

Diebold Nixdorf; Hyderabad; Remote; INR 4,50,000 - 6,75,000; Full time

Job summary

Join a dynamic team at an innovative company that values collaboration and accountability. As a key player in providing proactive user helpdesk services, you will diagnose and resolve hardware and software issues, ensuring customer satisfaction through effective communication and support. Your expertise will guide customers through complex service requests while collaborating with field technicians for onsite service when needed. With a focus on continuous improvement and teamwork, this role offers a chance to make a significant impact in delivering secure consumer experiences and shaping the future of technology in commerce.

Qualifications

• 5+ years experience in a call center environment is recommended.
• Technical background in information electronics or mechanics is required.

Responsibilities

• Diagnoses and resolves hardware and software issues for customer service requests.
• Provides technical support and trains less experienced team members.

Skills

Technical Support

Customer Service Principles

Communication Skills

PC Literacy

Teamwork

Problem Solving

Education

Education in Information Electronics

Experience in Call Center Environment

Tools

Microsoft Office

Job description

Position Overview:
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.

Key Responsibilities:

1. Receives incident/service requests from call acceptance and/or level 1 agents and from atomized incidents.
2. Provides technical support to address more complex/difficult service issues.
3. Performs technical analysis of specific incidents and service requests, including check of ticket history.
4. Leverages the corporate knowledge base, log files, and journal data to analyze failures and guide customers through incident resolution steps, including through remote access of the customer environment.
5. When remote resolution is unsuccessful, provides information, including spare part recommendations, to assist field service technicians with onsite service provision.
6. Gathers recurring/systemic failure information and develops reports for management.
7. Provides hardware and software training and advice for less experienced team members.

Required Qualifications:

1. Technical background, e.g. education in information electronics, mechanics and/or software skills.
2. In individual cases, it is possible to assign the function to an employee if the essential professional knowledge is acquired by work experience.
3. 5+ years experience in a call center environment is recommended.
4. Good technical knowledge in supported customer-specific hardware and software environment.
5. Knowledge of customer service principles and practices.
6. Native Speaker quality in required local language/primary language.
7. English language skills are additionally implied.
8. PC literacy, especially usage of Microsoft Office package.
9. Willingness to work in shift models, based on customer requirements.
10. Industry know-how preferred.
11. Strength in communication, teamwork, processes, and customer orientation, especially friendly and kind behavior on the phone.

Why should you join Diebold Nixdorf?
The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.

–Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.

Areas of Interest: Customer Service
Experience Level: Mid-Senior Level Associate
Country: India
Primary Location: Hyderabad, Telangana, India
Remote: Work from Home Yes