Oferta pracy

Diebold Nixdorf

First Level Service Desk Agent - German Speaker

Diebold NixdorfAbout the company

  • Kuyavia-Pomerania

  • Valid for 24 days
    until: 11 Feb 2021
  • Remote recruitment
  • Remote work
  • contract of employment
  • full-time
  • specialist (Mid / Regular)

Technologies we use

Operating system

About the project

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.

Position Overview

The First Level Agent is responsible to provide proactive User Helpdesk Services to inbound customer service requests. This includes the usage of remote tools to analyze and resolve tickets. Answer "How do I questions" for dedicated Hardware and Software within the customer environment and perform software distribution to endpoints. Monitoring Universal Work Queue’s (UWQ) - revision of assigned tasks. Creating and Updating the tickets in case of changes (cancelation, additional information). In case the customer is calling, provide the status of the ticket. Handling the E-Mails with additional questions from other levels. Due to the skills, is able to solve the majority of incidents directly.

Your responsibilities

  • Guide customers according to solution trees and knowledge base to solve incidents and service requests (e.g. Password resets, SW configuration, etc.). If not successful inform customer about next steps.

  • Answer inbound customer calls, including the detailed recording of the issue according to defined processes.

  • Transform tickets created by any Customer Service channel into the Ticket system

  • Identify and escalate situations requiring urgent attention

  • Provide detailed information on all performed activities to the next appropriate level according to the process definition. If an incident is solved log all required debriefing information in the ticket according to process definition (incl. usage of service coder). In dedicated cases enter debriefing information from field services.

  • To update the call management system accurately and efficiently with call details, actions taken and resolution

  • To proactively monitor systems in order to pre-empt customer issues and calls

  • To ensure high levels of customer satisfaction with individual calls

  • If not successful in solving the ticket, forward to the next appropriate level

  • Usage of remote tools (where applicable) to analyze and resolve tickets

  • Answer “How do I Questions” for Hardware and Software in the customer environment.

Our requirements

  • Very good command of German

  • Good technical knowledge in supported customer-specific hardware and SW environment desired

  • PC literacy, especially the usage of Microsoft Office package

  • Willingness to work in shift models, based on customer requirements

  • Knowledge of customer service principles and practices

  • Strength in communication, teamwork, processes and customer orientation, especially friendly and kind behavior on the phone


  • Experience in a similar position

  • Industry Knowhow

  • English language skills are additionally implied

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • life insurance

  • remote work opportunities

Diebold Nixdorf

Diebold Nixdorf is one of the world’s leaders in delivering payment technology and services for banks and trading companies. Diebold Nixdorf employs around 25 000 people in over 130 countries. Our installed devices amount to over 2 million ATMs and cash systems in 25 languages.

Diebold Nixdorf has been present in Poland since 1990 with head office in Warsaw as well as regional services in Krakow, Katowice, Wroclaw and Szczecin.

Scroll to the company’s profile

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, age, marital status, veteran status, or disability status.

** To all recruitment agencies: Diebold Nixdorf does not accept agency resumes. Please do not forward resumes to our jobs alias, Diebold Nixdorf employees or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited resumes**