Monitors, analyzes and manages resolution of service delivery issues to ensure achievement of contracted service levels and post-processing of service requests. Serves as a single point of contact for customers in terms of issue resolution and escalations. Engages with internal service, product, sales and other teams to ensure an integrated and coordinated approach to issue analysis and resolution.
Responsibilities
• Provides region-specific Incident Resolution Management system scheduling support for customers, service delivery team members, field associates and business management team members.• Identifies and records problems generated by customers or service delivery technicians.• Participates in a daily huddle to assess call volume and priorities.• Verifies technician availability, provides technicians with assignment instructions and reassigns as required to accommodate changes and ensure proper load balancing.• Utilizes the established escalation matrix for rapid resolution of issues related to service delivery incidents and / or incompletes.
Qualifications
Required Qualifications
• Education or equivalent work experience required.
• Minimum of 1-2 years of relevant experience or equivalent combination of education and experience in Call Management.
• Positive business English skills (Written and spoken).
• Proficient in Microsoft Excel
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.
–Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender,