Responsible to provide User Help desk Services to inbound customer calls. This includes the usage of remote tools to analyse and resolve tickets. Answer “How do I questions” for dedicated Hardware and Software within the customer environment and perform software distribution to endpoints. Due to his skills, he is able to solve the majority of incidents directly.
1.Ticket Handling
-Answer inbound customer calls, including detailed recording of the issue according to defined processes.
-Check if reported incident is covered by contract and also if caller information and address details are correct, then initiate defined actions.
-Transform tickets created by email or fax into the ticket system.
-Retrieve customer agreement on cost coverage, if no contract exists.
-Identify and escalate situations requiring urgent attention.
2.Solution Provision
-Usage of available solution trees and knowledge base to resolve tickets and advise customer on appropriate actions on the phone.
-Usage of remote tools (where applicable) to analyse and resolve tickets.
-Answer “How do I Questions” for Hardware and Software in the customer environment.
-Enter correct spare part proposal by using individual product configuration details.
-If not successful in solving the ticket, forward to the next appropriate level.
-Provision of added value services during non-peak times.
3.Process Tasks
-Report on faulty master data if noticed.
-Inform Service Line Manager (e.g. team leader or supervisor) or dedicated CEC agent in case of customer escalations.
-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 (inclusive usage of service coder). In dedicated cases enter debriefing information from field services.
4.Customer and Third Party Communication
-Guide customer according to solution trees and knowledge base to solve incidents and service requests (e.g. Engineer Time of Arrival).
-Ensure high levels of customer satisfaction with individual calls.
-In dedicated cases provide briefing information to appropriate third party provider.
5.Continuous Improvement Process
-Observe technical or process problems at all times.
-Proactively inform Service Line Manager (e.g. team leader or supervisor) about potential problems and offer improvement suggestion, if possible.
-Frequently use the corporate knowledge base to find solutions and provide input for it.

迪堡多富是互聯(lián)商業(yè)的全球領(lǐng)導(dǎo)者，每天為數(shù)以百萬計(jì)的金融和零售行業(yè)客戶提供服務(wù)，作為全球前100家金融機(jī)構(gòu)和前25家零售商中絕大多數(shù)的創(chuàng)新合作伙伴，我們提供無與倫比的服務(wù)、軟件與技術(shù)，推動“一直在線”的服務(wù)變革，幫助客戶塑造著消費(fèi)者交易的未來。迪堡多富在全球130多個國家和地區(qū)設(shè)有分支機(jī)構(gòu)，擁有超過24000名員工，總部設(shè)立在美國俄亥俄州北坎頓市和德國的帕特伯恩市。迪堡多富已經(jīng)連續(xù)9年入選IDC全球Fintech百強(qiáng)榜，2017年排名提升至第6位。
迪堡多富極為重視在中國的發(fā)展，早在二十世紀(jì)八十年代就進(jìn)入了中國市場，并為第一批長城卡客戶提供自助服務(wù)。1993年即在上海設(shè)立工廠并成立合資公司，1998年正式在北京設(shè)立業(yè)務(wù)總部，隨后在廣州、深圳、成都、南京、大連、香港、臺灣等16個城市及地區(qū)設(shè)有分公司或辦事機(jī)構(gòu)。除了在2008年奧運(yùn)會、2010年世博會、2014年世界杯作為獨(dú)家中標(biāo)產(chǎn)品和服務(wù)供應(yīng)商，連續(xù)6次被全球外包服務(wù)同業(yè)協(xié)會（IAOP）評為全球前100佳服務(wù)外包公司，并于2014年獲得由中國質(zhì)量認(rèn)證中心頒發(fā)的關(guān)于銀行外包業(yè)務(wù)運(yùn)營ISO9001證書，是中國首家在外包運(yùn)營服務(wù)方面獲得ISO認(rèn)證的企業(yè)。
2016年迪堡多富與浪潮集團(tuán)正式成立了合資公司-浪潮金融信息技術(shù)有限公司，并將繼續(xù)為中國市場和廣大客戶提供全系列自助服務(wù)終端。
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