First Level Agent (Mandarin Speaker)

"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. This is a 1-year renewable contract role. You are responsible for Guide customer 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 detailed recording of the issue according to defined processes. Provide detailed information on all performed activities to next appropriate level according to process definition. If 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 proactively monitor systems in order to pre-empt customer issues and calls. Answer “How do I Questions” for Hardware and Software in the customer environment. To make recommendations on potential improvements to working practices and performance IE feedback on Knowledge tree. Qualifications Technical background, e.g. education in information electronics, mechanics and/or SW skills. Min. 6 months or more experience in a call center environment is recommended. Good technical knowledge in supported customer specific Hardware and SW environment Knowledge of customer service principles and practices. Native Speaker quality in required local language/primary language. English language skills are additionally implied. PC literacy, especially usage of Microsoft Office package. Willingness to work in shift models, based on customer requirements. Preferred Qualifications Experience in call centre and industry know-how is preferred. 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."