L1 Service Desk Representative - Portuguese

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

Benefits offered by this job

Contract of employment

Hybrid work after training (1 day per)

Private medical care

Life insurance

Sport card

26 days of holiday

Employee referral programme

Job summary

Diebold Nixdorf, Incorporated is seeking a Level 1 Service Desk Agent to be the first point of contact for customers, providing proactive support and resolving hardware and software issues. You will diagnose, troubleshoot remotely, and escalate when needed while maintaining clear ticket records.

The ideal candidate has 0–2 years in service desk or customer service with a passion for tech, and is fluent in Portuguese and English.

Qualifications

• 0-2 years in service desk support or strong customer service with tech interest
• Fluent in Portuguese (written and spoken) and English
• Basic technical troubleshooting and willingness to learn

Responsibilities

• Engage & Solve: be the go-to for inbound customer requests across channels; diagnose and resolve hardware and software issues
• Troubleshoot & Support: use remote tools to troubleshoot; escalate per protocol and keep customers informed
• Collaborate & Communicate: update tickets and systems; maintain clear communication throughout the process
• Customer Satisfaction: own the customer experience and ensure quick resolutions

Skills

Portuguese

English

Job description

Your next opportunity starts here!

As a Level 1 Service Desk Agent, you will be the first point of contact for our valued customers, offering proactive, high-quality support. You’ll be empowered to solve technical challenges and enhance customer experiences in a fast-paced, rewarding role. Every day brings new challenges and opportunities to grow, with your contribution making a real difference. Here’s how:

• Engage & Solve: Be the go-to expert for inbound customer service requests across multiple channels. Use your expertise to diagnose and resolve hardware and software issues, from password resets to software configurations.


• Troubleshoot & Support: Leverage remote tools to troubleshoot and analyze technical issues. When needed, you’ll escalate problems according to protocol, keeping customers informed and satisfied every step of the way.


• Collaborate & Communicate: Keep customers in the loop, ensuring clear communication and high engagement levels throughout the process. You’ll also be the one to update tickets and systems, ensuring that all actions are accurately recorded.


• Customer Satisfaction: Your goal is simple: delight the customer! You’ll take ownership of their experience, ensuring high levels of satisfaction and quick resolutions.

To be successful in this role, you’ll need a blend of technical know-how and excellent communication skills. This isn’t just about answering tickets; it’s about making a difference for our customers. The ideal candidate will bring:

• Experience: 0-2 years in service desk support, or a solid background in customer service with a keen interest in tech.


• Languages: Proficient in both Portuguese (written and spoken) and English. Ability to communicate effectively with customers from diverse backgrounds.


• Tech-Savvy: Comfort with basic technical troubleshooting and eagerness to learn. Experience with helpdesk software or remote tools is a plus.


• Problem Solver: You love challenges and have a keen eye for detail, ensuring issues are fully resolved in the most efficient way.
  

We offer

• Contract of employment


• Over 8000 industry recognized trainings


• Various options of development


• Being part of a multicultural team


• Possibility to use foreign languages on a daily basis


• Teamworking and supportive atmosphere in our teams


• Life insurance,


• Private medical care,


• Sport card,


• 26 days of holiday regardless seniority,


• Possibility of hybrid work after the initial training phase (1 day from the office per week).


• Employee referral programme.

Pay Transparency Statement

The monthly base salary range for this position is minimum6 600PLN 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.

#LI-TM1 #LI-hybrid