Associate Service Desk Representative with Portuguese

Diebold Nixdorf, Incorporated; Warszawa; Hybrid; PLN 67,000 - 80,000; Full time

Benefits offered by this job

Private Medical Care

Cafeteria Program

Multisport Card

Life Insurance

26 Days Annual Leave

Learning & Development

Career Growth Opportunities

Employee Assistance Program

Supportive & Inclusive Culture

Job summary

Diebold Nixdorf is seeking an Associate Service Desk Representative fluent in Portuguese to join their team in Warsaw. This role involves providing proactive user helpdesk services, diagnosing both hardware and software issues, and documenting all activities.

With a hybrid work model, the position offers a supportive culture and opportunities for career growth, alongside an extensive benefits package including private medical care and a cafeteria program.

Qualifications

• Minimum of 0-2 years of relevant experience in Service Desk Support.
• Must have excellent language skills in Portuguese and Business English.

Responsibilities

• Provide proactive user helpdesk services to inbound customer service requests.
• Diagnose and resolve hardware and software issues.
• Create and update tickets to reflect changes.
• Troubleshoot, analyze and resolve technical issues using remote tools.

Skills

Portuguese (Written and spoken)

Business English (Written and spoken)

Customer service skills

Education

Education or equivalent work experience

Job description

Expect more. Connect more. Be more at Diebold Nixdorf. Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world. Join us in connecting people to commerce in this vital, rewarding role.

Associate Service Desk Representative with Portuguese 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.

• 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.

• 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.
• Excellent Portuguese language skills (Written and spoken) as well as business English skills (Written and spoken) required.

We offer:

• Contract of Employment
• Private Medical Care
• Cafeteria Program
• Multisport Card
• Life Insurance
• Hybrid Work Model (if applicable)
• 26 Days Annual Leave Regardless of Seniority
• Learning & Development (8,000+ Trainings)
• Career Growth Opportunities
• International & Multicultural Environment
• Foreign Language Use
• Employee Assistance Program
• Employee Referral Program
• Supportive & Inclusive Culture

Pay Transparency Statement
The monthly base salary for this position is minimum 6,600 PLN Gross.
Actual compensation will depend on factors such as qualifications, skills, competencies, geographic location, and relevant experience. Certain roles may include additional components beyond base salary, such as incentive opportunities or other forms of variable compensation. Details of any such components will be discussed during the interview process and will be governed by the applicable plan documents.

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