AddressExpect 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.
Position Overview:
Provides technical customer support to ensure that all customers are satisfied with acquired DN products and services. Engages with customers to ensure understanding of product / service capabilities and operations. Trains customers in standard operational procedures and provides coaching / expertise to help resolve technical and procedural difficulties. Liaises with Incident Management, Service Delivery and other teams to help address unanticipated issues and situations.
Key Responsibilities:
Provides Technical Support for an assigned client base or product area
Responds to customer inquiries received via telephone or online
Answers routine to moderately complex questions, following established guidelines
Researches and troubleshoots customer requests, analyzes needs and:
Determines problem source (i.e. hardware, software, user access)
Resolves issues where possible
Refers difficult and complex issues to DN technical experts, and/or
Refers issues to management
Documents issues for future reference, internally and externally
Documents and reports on customer inquiries, status and resolution
Follows up with customers on issue status and resolution to ensure ongoing high levels of satisfaction
Builds working relationships with customer representatives and with cross-functional teams
Impacts the quality of own work and of the team
Works as a fully competent team member
Required Qualifications:
- 3-4 years' relevant experience OR equivalent combination of education and experience
- Addresses multiple, undefined and/or complex challenges
- Develops or adjusts processes to enhance effectiveness, solve recurring problems or improve efficiency
- Finds ways to assess & apply innovative ideas to enhance business results
- Collaborates with functional or cross organizational teams to generate solutions to complex and challenging problems
- Actively seeks and provides feedback to enhance work group, team and broader departmental performance
#LI-FJ1
