The First Level Agent is responsible to provide proactive User Helpdesk Services to inbound customer service requests. This includes the usage of remote tools to analyze and resolve tickets.
Answer "How do I questions" for dedicated Hardware and Software within the customer environment and perform software distribution to endpoints.
Monitoring Universal Work Queue’s (UWQ) - revision of assigned tasks. Creating and Updating the tickets in case of changes (cancelation, additional information).
In case the customer is calling, provide the status of the ticket. Handling the E-Mails with additional questions from other levels.
Due to the skills, is able to solve the majority of incidents directly.
You are responsible for
If not successful inform the customer about the next steps.
If the incident is solved log all required debriefing information in the ticket according to process definition (incl. usage of service coder).
In dedicated cases enter debriefing information from field services.
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.