Incident Resolution Management Agent
- Diebold Nixdorf
- 5 - 8 Years
- Hyderabad
- 3 years ago
- Email to a friend
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Job Description
Job Description
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. Hindi and English Voice support role, must have Native Bilingual proficiency in North Indian Hindi without Hyderabadi influence.
Position Overview
The Incident Resolution Management Agent 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) - Guide customer according to solution trees and knowledge base to solve incidents and service requests (e.g. Password resets, SW configuration, etc.). If not successful inform the customer about next steps.
- Operational Deliverables and Contribution - Answer inbound customer calls, including a detailed recording of the issue according to defined processes. To proactively monitor systems in order to pre-empt customer issues and calls, to ensure high levels of customer satisfaction with individual calls.
- Processes and Improvements - Observe technical or process problems at all times, Proactively inform Line Manager about potential problems and suggest improvement action.
- Knowledge Management Ability to deal with difficult callers - Usage of available solution trees and Knowledgebase to resolve tickets and advise the customer on appropriate actions on the phone.
Preferred Qualifications
- 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.
- Good understanding of the related customer processes and work environment.
- Good knowledge of and experience in using the relevant tools and procedures.
- Native Speaker quality in required local language/primary language.
- Good English language skills (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.
- Ideally professional education in service or process-oriented profession.
Employement Category:
Employement Type: Full timeIndustry: IT
Functional Area: IT
Role Category: Clinical Research Associate
Role/Responsibilies: Incident Resolution Management Agent
Contact Details:
Company: Diebold NixdorfLocation(s): Hyderabad
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Diebold Nixdorf
Consumer behavior is changing rapidly; people are empowered, connected and expect an unprecedented level of service and convenience. Simultaneously, the financial and retail industries we operate in are converging as mobile, contactless tech, smart data and advanced analytics blur the lines. The wor...
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