The Second Level Agent is responsible for the technical analysis of Incidents and Service
Requests within the ticket system, as well as supporting the engineers in the field (Engineer Helpdesk). Due to the skills target is to solve calls on the phone or remotely and / or provide a spare part proposal for the field service provider.
Work on assigned tickets and dedicated task list (UWQ) under consideration of given SLA’s.
Responsible for ensuring that the set KPIs are achieved.
Handling of incoming technician calls and support of the incident resolution onsite.
Report on faulty master data if noticed.
Receive incidents/ Service Requests from Call Acceptance Agents, 1st Level Agents or atomized incidents.
Inform Line Manager or dedicated IRM team in case of customer escalations.
Provide detailed information on all performed activities to the next appropriate level according to process definition. If incident is solved, log all required debriefing information in the ticket according to process definition (including usage of service coder).
Analyze Fixed Time Rates and Repeat Call Rates and suggest how we can improve it.
Technical background, e.g. education in information electronics, mechanics. In individual cases it is possible to assign the function to an employee, if the essential professional knowledge is acquired by work experience.
Min. 1 year experience in a call center environment, preferred in technical service environment.
Knowledge of customer service principles and practices.
Strength in communication, teamwork, processes and customer orientation, especially friendly and kind behavior on the phone.
Requisition Employer Description
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, sexual orientation, gender identity, age, marital status, veteran status, or disability status.
Areas of InterestSales and Support
Primary LocationHyderabad, Telangana, India