
Technical Support Coordinator
Diebold
Posted 10 days ago
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.
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.
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 (that is, 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
- Education or equivalent work experience required.
- Minimum of 2-4 years of relevant experience or equivalent combination of education and experience in Technical Support.
- Good business English skills (Written and spoken).
- Experience in banking or retail environment is preferred.
About Diebold
Diebold Nixdorf is a world leader in enabling connected commerce for millions of consumers each day across the financial and retail industries. Its software-defined solutions bridge the physical and digital worlds of cash and consumer transactions conveniently, securely and efficiently. As an innovation partner for nearly all of the world’s top 100 financial institutions and a majority of the top 25 global retailers, Diebold Nixdorf delivers unparalleled services and technology that are essential to evolve in an ‘always on’ and changing consumer landscape.
Diebold Nixdorf has a presence in more than 130 countries with approximately 25,000 employees worldwide. The organization maintains corporate offices in North Canton, Ohio, USA and Paderborn, Germany. Visit www.DieboldNixdorf.com for more information.
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