Help Desk Associate

hace 6 días


San Francisco, Heredia, Costa Rica Ntt Data A tiempo completo

Job Summary
We are seeking a skilled Technical Analysis Senior Associate to join our team. This role involves managing different types of inquiries generated via inbound activities such as chat, email, and call. The successful candidate will be responsible for attending the help desk line, responding to users' requests, and troubleshooting customer issues directly via email or phone. Additionally, they will develop knowledge articles and end-user training guides for new feature releases, escalate issues to appropriate teams, and participate in ensuring that customer requests via the ticketing system are managed to closure.

Key Responsibilities
• Manage all different types of inquiries generated via inbound activities
• Attend the help desk line and respond to users' requests
• Troubleshoot customer issues directly via email or phone
• Develop knowledge articles and end-user training guides
• Escalate issues to appropriate teams
• Participate in ensuring customer requests are managed to closure
• Work on special projects as per client's needs
• Maintain service level agreements and high customer satisfaction scores


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