Technical Support Coordinator

1 week ago

Rhodes, Australia Diebold Nixdorf Full time

**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
- 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

**Requisition Employer Description**:

- 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, gender identity, age, marital status, veteran status, or disability status._

Areas of InterestField Service Technicians

Experience LevelMid-Senior Level Associate

CountryAustralia

Primary LocationRhodes, New South Wales, Australia

Remote - Work from HomeYes

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