Technical Support Specialist

hace 2 días


San Francisco, Heredia, Costa Rica Ntt Data Services A tiempo completo
Job Overview

We are seeking a skilled Technical Support Specialist to join our team in Heredia, Costa Rica. As a member of our support team, you will be responsible for providing top-notch technical assistance to our clients.

About the Role

The ideal candidate will have excellent communication skills, both verbal and written, and be able to work effectively in a fast-paced environment. You will be expected to troubleshoot and resolve technical issues efficiently, while maintaining a high level of customer satisfaction.

Responsibilities
  1. Manage all types of inquiries generated via inbound activities such as chat, email, and call.
  2. Respond to users' requests regarding application issues or questions.
  3. Diagnose and troubleshoot level 1 problems.
  4. Manage ticketing support queue (production support).
  5. Troubleshoot customer issues with customers directly via email or on the phone.
  6. Develop knowledge articles and end-user training guides for new feature releases.
  7. Escalate issues or queries to appropriate teams.
  8. Initiate service orders (tickets) for all users' requests.
  9. Participate in ensuring that customer requests via the ticketing system are managed to closure.
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 Portuguese.
  • Solid knowledge in MS Office applications (Excel, PowerPoint, Word, etc).
  • Proficient in Windows operating system environment.
  • Knowledge of customer service.
  • Flexibility to work in different work shifts.
Benefits

We offer a competitive salary of $45,000 per year, based on location and experience. Additionally, you will receive comprehensive benefits, including health insurance, retirement plan, and paid time off.

About NTT DATA Services

NTT DATA Services is a global innovator of business and technology services, serving 75% of the Fortune Global 100. We 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, and more.



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