L1 Service Desk Representative with Spanish

L1 Service Desk Representative with Spanish Miejsce pracy: Warszawa Technologies we use Operating system • Windows About the project L1 Service Desk Representative with Spanish provides proactive user helpdesk services to inbound customer service requests. Diagnoses and resolves hardware and software issues, performs software distribution, creates and updates tickets to reflect changes and works with customers to ensure appropriate levels of engagement and communication. Uses available tools and resources, including remote tools, to accomplish tasks. 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. 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. 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 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. Your next opportunity starts here!