Technical Analysis Senior Associate

hace 7 horas


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

As a key member of our team, you will play a pivotal role in ensuring the delivery of scalable and sustainable products that meet the evolving needs of our business customers.

We are seeking an exceptional Technical Analysis Senior Associate to lead business requirement gathering sessions and develop basic technical solutions. This individual must possess a strong ability to analyze business requirements and work collaboratively with cross-functional teams to drive project success.

The scope of this role encompasses supervising a team, monitoring and reporting tools, and attending customer calls as necessary. Key responsibilities include:

  • Ownership and management of Salesforce Support Queue (production support) and support team
  • Development of knowledge articles and end-user training guides for new feature releases
  • Maintenance of service level agreements and high customer satisfaction scores
  • Collaboration with vendor support when required
  • Team lead and supervision of the IVR
  • Monitoring and supervision of workshifts and agent availabilities
  • Weekly and monthly customer operation review to ensure healthy SLAs based on current contracts

About NTT DATA Services

NTT DATA Services is committed to creating a diverse and inclusive environment where all employees feel valued and empowered to contribute their best work. We are proud to be an equal opportunity employer and welcome applications from talented individuals without regard to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran status, or any other characteristic protected by law.



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