(Summary generated by AI based on the full job description)
Project covers L1 Service Desk for Spanish-speaking customers, focused on handling inbound requests and first-line support. Key technologies and tools include remote tools for diagnostics and a ticketing system / UWQ plus knowledge base. Responsibilities include answering calls, verifying contracts, resolving issues (password resets, software configuration), using remote tools, escalating per procedures, updating tickets and documenting activity, and maintaining customer satisfaction. Salary starts at 6,600 PLN gross monthly. Offered benefits include private medical care, Multisport card, life insurance, a cafeteria program, training budget and 26 days annual leave.
L1 Service Desk Representative with Spanish
Company: Diebold Nixdorf
The monthly base salary range for this position is minimum 6 600 PLN Gross.
Actual compensation will depend on factors such as qualifications, skills, competencies, geographic location, and relevant experience. Certain roles may include additional components beyond base salary, such as incentive opportunities or other forms of variable compensation. Details of any such components will be discussed during the interview process and will be governed by the applicable plan documents.
Requirements
Operating system
Our requirements
- Education or equivalent work experience required.
- Minimum of 0-2 years of relevant experience or equivalent combination of education and experience in Service Desk Support.
- Excellent Spanish language skills (Written and spoken) as well as business English skills (Written and spoken) required.
Your responsibilities
- Answers inbound customer calls and / or transforms information from any customer service channel into the ticket system.
- Checks to ensure reported incidents are covered by contract and that all caller information, including address details, are correct - retrieves customer agreement on cost if no contract exists.
- Engages with customers to further understand reported issues and provide guidance, according to solution tree and knowledge base protocol, to diagnose and solve incidents (that is, , password resets, software configuration, etc).
- Uses remote tools to troubleshoot, analyze and resolve technical issues.
- When resolution is unsuccessful, escalates issues according to established procedure and informs customer of next steps.
- Monitors the Universal Work Queue (UWQ) revision of assigned tasks, creating and updating tickets to reflect changes (that is, , cancelations, additional information).
- Informs manager or dedicated IRM team in case of customer escalations.
- Documents all activity and updates the appropriate knowledge management, reporting and other systems.
- Ensures high levels of customer satisfaction at all times.
About the project
What we offer
- Contract of Employment
- Private Medical Care
- Cafeteria Program
- Multisport Card
- Life Insurance
- Hybrid Work Model (if applicable)
- 26 Days Annual Leave Regardless of Seniority
- Learning & Development (8,000+ Trainings)
- Career Growth Opportunities
- International & Multicultural Environment
- Foreign Language Use
- Employee Assistance Program
- Employee Referral Program
- Supportive & Inclusive Culture.
- Pay Transparency Statement
Benefits
- sharing the costs of sports activities
- private medical care
- life insurance
- employee referral program
Diebold Nixdorf
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