Senior Technical Support Specialist

hace 3 días


San Francisco, Heredia, Costa Rica Nttdata A tiempo completo

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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