Flag job

Report

Associate Service Desk Representative

Salary

₹4 - 5 LPA

Min Experience

0 years

Location

Hyderābād

JobType

full-time

About the job

Info This job is sourced from a job board

About the role

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. Ensures high levels of customer satisfaction at all times.

About the company

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.

Skills

hardware
software
customer service
troubleshooting
remote tools