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.

迪堡多富是互联商业的全球领导者，每天为数以百万计的金融和零售行业客户提供服务，作为全球前100家金融机构和前25家零售商中绝大多数的创新合作伙伴，我们提供无与伦比的服务、软件与技术，推动“一直在线”的服务变革，帮助客户塑造着消费者交易的未来。迪堡多富在全球130多个国家和地区设有分支机构，拥有超过24000名员工，总部设立在美国俄亥俄州北坎顿市和德国的帕特伯恩市。迪堡多富已经连续9年入选IDC全球Fintech百强榜，2017年排名提升至第6位。
迪堡多富极为重视在中国的发展，早在二十世纪八十年代就进入了中国市场，并为第一批长城卡客户提供自助服务。1993年即在上海设立工厂并成立合资公司，1998年正式在北京设立业务总部，随后在广州、深圳、成都、南京、大连、香港、台湾等16个城市及地区设有分公司或办事机构。除了在2008年奥运会、2010年世博会、2014年世界杯作为独家中标产品和服务供应商，连续6次被全球外包服务同业协会（IAOP）评为全球前100佳服务外包公司，并于2014年获得由中国质量认证中心颁发的关于银行外包业务运营ISO9001证书，是中国首家在外包运营服务方面获得ISO认证的企业。
2016年迪堡多富与浪潮集团正式成立了合资公司-浪潮金融信息技术有限公司，并将继续为中国市场和广大客户提供全系列自助服务终端。
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