Associate Service Desk Representative

Diebold Inc.; Toluca; Hybrid; MXN 180,000 - 240,000; Full time

Job summary

Diebold Nixdorf is seeking a Service Desk Support professional in Toluca, Mexico. The role involves proactive helpdesk support, diagnosing hardware and software issues, and coordinating with customers to ensure engagement and proper communication.

You will use remote tools and ticket systems to resolve incidents and escalate when needed. The ideal candidate has 0-2 years of relevant experience, strong language skills in local language and business English, and a customer-centric approach.

Qualifications

• Education or equivalent work experience required.
• 0-2 years of relevant experience in Service Desk Support or equivalent.
• Good local/client's language skills (Written and spoken) as well as business English skills (Written and spoken) required.

Responsibilities

• 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 is correct.
• Engages with customers to understand reported issues and provide guidance to diagnose and solve incidents.
• Uses remote tools to troubleshoot, analyze and resolve technical issues.
• Escalates issues according to established procedure when resolution is unsuccessful and informs customer of next steps.
• Monitors the Universal Work Queue by updating tickets reflecting changes.
• Informs manager or IRM team in case of customer escalations.
• Documents all activity and updates knowledge management, reporting and other systems.
• Ensures high levels of customer satisfaction at all times.

Skills

Customer service

Communication

English language

Education

Education or equivalent work experience

Tools

Ticket system

Job description

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.

Responsibilities

• 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.

Qualifications

Required Qualifications

• 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.

About Us

Why should you join Diebold Nixdorf?

Brightest minds + technology and innovation + business transformation 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.

** To all recruitment agencies: Diebold Nixdorf does not accept agency resumes. Please do not forward resumes to our jobs alias, Diebold Nixdorf employees or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited resumes**