Technical Support Coordinator at Diebold Nixdorf (Rhodes, NSW (NSW))

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Job Description

Position Overview: Provides technical customer support to ensure that all customers are satisfied with acquired DN products and services. Engages with customers to ensure understanding of product / service capabilities and operations. Trains customers in standard operational procedures and provides coaching / expertise to help resolve technical and procedural difficulties. Liaises with Incident Management, Service Delivery and other teams to help address unanticipated issues and situations. Key Responsibilities:

Provides technical support for an assigned client base or product area

Responds to customer inquiries received via telephone or online

Answers routine to moderately complex questions, following established guidelines

Researches and troubleshoots customer requests, analyzes needs and: Determines problem source (i.e. hardware, software, user access) Resolves issues where possible Refers difficult and complex issues to DN technical experts, and/or Refers issues to management Documents issues for future reference, internally and externally

Documents and reports on customer inquiries, status and resolution

Follows up with customers on issue status and resolution to ensure ongoing high levels of satisfaction

Builds working relationships with customer representatives and with cross-functional teams

Impacts the quality of own work and of the team

Works as a fully competent team member

Required Qualifications:

3-4 years’ relevant experience OR equivalent combination of education and experience

Addresses multiple, undefined and/or complex challenges

Develops or adjusts processes to enhance effectiveness, solve recurring problems or improve efficiency

Finds ways to assess & apply innovative ideas to enhance business results

Collaborates with functional or cross organizational teams to generate solutions to complex and challenging problems

Actively seeks and provides feedback to enhance work group, team and broader departmental performance

View more student jobs in NSW (New South Wales).

This job vacancy was been posted over 40 days ago, but is still active and currently accepting new applications.

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