Helpdesk Associate at NTT DATA

Guadalajara, jalisco, Mexico -

Full Time

Start Date

Immediate

Expiry Date

15 Jan, 26

Salary

0.0

Posted On

17 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Technical Support, Bilingual, Problem Analysis, Communication, Interpersonal Skills, Attention to Detail, Organizational Skills, Typing Proficiency, Active Listening, Fast-Paced Environment, Workflow Adherence, Escalation, Training and Development, Microsoft Teams, Self-Service Support

Industry

IT Services and IT Consulting

Description

This position will be a part of our Technical Support Service Desk. The support is for all contact types including phone, email, chat, and self-service. This is a call center environment in which we support our customers 24x7x365. Agents will engage in on-going training and development to prepare them for next-level support and promotional advancement. All candidates will have to be shift flexible. Shift work is required including nights, weekends, and/or holidays. Account specific training is conducted during day shift hours, regardless of assigned shift. Respond promptly to all incoming contacts. These contacts may include, but are not limited to, workflow issues, application errors, access problems, and functionality concerns. Achieve a high-resolution rate with over 90% of issues being resolvable at first contact. Provide professional and high-quality customer service to our customers through adherence to scripts, workflows and compliance with corporate policies and procedures. Escalate complex technical and application issues to the appropriate teams when necessary. Identify areas for improvement in processes, products, or services. Deliver exceptional customer service to all callers by addressing their needs promptly and effectively. Monitor and read text on computer screens throughout the entire shift, ensuring accuracy and attention to detail. Maintain presence at the designated workspace and remain in the phone queue for the entire 8 to10-hour shift, with scheduled breaks. Maintain a quiet, private workspace equipped with high-speed, wired internet to ensure optimal performance and productivity. Ensure possession of a functional cell phone for manager communication and Two-Factor Authentication to maintain security and effective communication. Strong bilingual skills in both written and spoken English and Spanish 1 to 3 years of customer service experience, preferably within a contact center or healthcare setting. 1 to 3 years of experience in customer problem analysis and resolution. Strong ability to convey complex technical concepts in a clear and understandable manner to non-technical audiences. Exceptional organizational skills with a keen attention to detail. High school diploma or equivalent is required Maintain daily availability on Microsoft Teams, consistently review emails, and stay up to date with all learning materials distributed. Experience working in a call center environment. Commitment to delivering exceptional service in all interactions Strong communication and interpersonal skills Proficiency in typing and English language skills, both verbal and written Demonstrated ability to actively listen, assess caller needs, and take appropriate action Proven ability to thrive in a fast-paced environment.

Responsibilities

Respond promptly to all incoming contacts and provide professional customer service. Identify areas for improvement and escalate complex issues when necessary.