Technical Support Associate

hace 1 mes


San Francisco, Heredia, Costa Rica NTT DATA A tiempo completo
Job Summary

We are seeking a Technical Support Associate to join our team in Heredia, Costa Rica. As a Technical Support Associate, you will be responsible for managing inquiries generated via inbound activities, attending the help desk line, and responding to users' requests.

Key Responsibilities:
  • Manage all different 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.
  • Diagnoses and troubleshoots level 1 problem.
  • Management of ticketing support queue (production support).
  • Troubleshooting customer issues with customers directly either via email or on the phone.
  • Development of knowledge articles and end-user training guides for new feature releases.
  • Escalate issues or queries to appropriate teams.
  • Initiates service orders (tickets) for all users' requests assisting as necessary to provide appropriate information.
  • Participates in ensuring that customer requests via the ticketing system are managed to closure.
  • Work on especial projects as per client's needs.
  • Backup model service for technology support.
  • Maintain service level agreements and high customer satisfaction scores.
Requirements:
  • Good organization and time management skills.
  • Demonstrated ability to drive continuous improvement and solve problems in a team environment.
  • Proactive and self-motivated, with the ability to prioritize multiple tasks under tight deadlines and work independently.
  • 1-2 years of experience working in a call center environment.
  • Excellent communication skills, both verbal and written in English.
  • Solid knowledge in MS Office applications (Excel, PowerPoint, Word, etc).
  • Proficient in Windows operating system environment.
  • Knowledge of customer service.
  • Shift Monday - Friday 1:00am - 7:00am - Mostly WFH.
Benefits:
  • Competitive salary $25,000 - $35,000 per year.
  • A comprehensive benefits package including medical, dental, and vision insurance.
  • 401(k) plan with company match.
  • Paid time off and holidays.
  • Opportunities for career growth and professional development.

About NTT DATANNT DATA is a trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world.



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