Senior Technical Support Specialist
hace 3 días
Job Overview:
Nttdata is seeking a highly skilled Senior Technical Support Specialist to join our team. As a Senior Technical Support Specialist, you will be responsible for providing top-notch technical support to our clients.
Key Responsibilities:
- Manage all types of inquiries generated via inbound activities such as chat, email and call.
- Attend the help desk line and respond to users' requests regarding application issues or questions.
- Call back missing calls.
- Diagnose and troubleshoot level 1 problems.
- Manage ticketing support queues (production support).
- Troubleshoot customer issues with customers directly either via email or on the phone.
- Develop knowledge articles and end-user training guides for new feature releases.
- Escalate issues or queries to appropriate teams.
- Initiate service orders (tickets) for all users' requests assisting as necessary to provide appropriate information.
- Participate in ensuring that customer requests via the ticketing system are managed to closure.
- Work on special projects as per client's needs.
- Backup model service for technology support.
- Maintain service level agreements and high customer satisfaction scores.
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