Incident Resolution Management Agent - Madrid, España - Diebold Nixdorf

Diebold Nixdorf

Empresa verificada

Madrid, España

hace 1 semana

Publicado por:

Isabel García

beBee Recruiter

Descripción

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.

Position Overview

The objective of the incident manager is to recover the service level and minimize as much as possible the negative impact on the organization caused by incidents, so that service quality and availability are maintained.

The incident manager is part of a team that liaises with resolution teams and customers in order to ensure service agreements and KPIs and to proactively keep the customer informed of the status of incidents.

You are responsible for

Tracking of the incident during its life cycle, ensuring its correct creation, assignment to the resolution groups and its resolution in due time and form.
Proactive open call monitoring to ensure the fulfillment of contracted SLA agreements and KPI
Proactive information to customer on critical SLA conditions
Request for opening ticket or ticket cancellations
Responsible for updating tickets with new information
Creating relief events

Customer Reporting

MIS & Tools update
Internal meeting with other departments' representatives
Debriefing of calls and if necessary, collect missing information
Control of all incorrect task statues or statuses requiring correction or action
Ticket quality control (Ticket type, Urgency, Channel, Description, task, assigned group, etc)

Qualifications

Excellent knowledge of Microsoft Office, in particular Excel and Power Point.
At least one year experience in ticketing tools management (ESB Oracle, Remedy, etc.).
At least one year of experience in direct contact with customers.
At least one year experience in environments with a high volume of incidents.
Fluent in Spanish
Basic English
Organisational skills
ITIL certification
Nice to have
SAP knowledge. Nice to have
Analytical skills
External/internal customer orientation
Planning
Decision making
Teamwork

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, age, marital status, veteran status, or disability status.

Areas of InterestCustomer Service

Experience LevelMid-Senior Level Associate

CountrySpain

Primary LocationMadrid, Spain

Remote - Work from HomeNo