Technical Support Associate/ Specialist (IRM Agent/ L1 Agent) - English & Hindi
Diebold Nixdorf
TG, Hyderabad, IN
1d ago

Position Overview

The role is responsible for the resolution of service requests and associated services issues for nominated customer / s in real-time’.

This includes proactively monitoring of open tickets to ensure achievement of contracted service levels. Post-processing of service requests by documenting individual services / agreements and verification of debriefing information.

You are responsible for

  • Customer Relationship (external as well as internal).
  • Operational Deliverables and Contribution Processes and Improvements.
  • Knowledge Management Critical thinking and evaluation to manage open cases end to end with various stakeholders.
  • Extended strength in communication, teamwork, processes and customer orientation, especially friendly and kind behavior on the phone.
  • Strong service orientation and a very good understanding of processes and their interdependencies.
  • Qualifications

  • Good understanding of the related customer processes and work environment.
  • Good knowledge of and experience in using the relevant tools and procedures.
  • Fluency in spoken Hindi language is required to support local clients.
  • Good English language skills both written and verbal.
  • Experience in using MS Office products.
  • Basic ITIL skills.
  • Knowledge in Banking and Retail industry preferred.
  • Willingness to work in shift models (24 / 7), based on customer requirements.
  • Preferred Qualifications

  • Ideally professional education in service or process-oriented profession.
  • 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.

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