Technical Support Associate

hace 4 semanas

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

Job Summary

We are seeking a Technical Support Associate to join our team in providing exceptional customer service and technical support to our clients. The successful candidate will be responsible for managing inquiries, troubleshooting issues, and developing knowledge articles to improve our support processes.

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.
  • Diagnose and troubleshoot level 1 problems.
  • Manage ticketing support queue (production support).
  • Troubleshoot customer issues with customers directly 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 and assist 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.

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 German.
  • 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.

Nice to Have

  • Experience with Oracle CPQ.
  • Experience working with Service Level Agreement (SLA) and Key Performance Indicators (KPIs).
  • Experience working with ITSM tool.
  • Intermediate English level in both written and verbal.

About NTT DATA

NTT DATA is a $30 billion 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.

We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future.

We are an equal opportunity employer and consider all applicants without regard to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law.

We are committed to creating a diverse and inclusive environment for all employees.

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