Req ID: 278603
NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a Helpdesk Agent - US Remote to join our team in Montgomery, Alabama (US-AL), United States (US).
The Helpdesk Associate is responsible for providing telephone/email/ and remote diagnostic technical support of hardware, systems, sub-systems and/or applications for customers. Answers questions about installation, operation, configuration, customization, and usage of assigned products. Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. Documents problems in the support solution database for diagnostics and solution implementation.
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**This is an overnight position with the shift starting at 12am, 1am or 2am Central Time Zone.
- Responds to customer technical problems/issues related to hardware, software and networking via e-mail and phone
- Assists customers by diagnosing problems and providing resolutions for technical and service issues
- Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts
- Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions
- Identifies and provides input on unique or recurring customer problems
- Focuses on delivering a positive customer experience according to NTT Data standards.
- Monitors and tracks issues to ensure accurate resolution
- May be involved in revenue generation activities with current NTT Data customers
- Reviews and distribute pertinent cross-functional information
- Escalates more complex customer technical issues to senior level support
- Resolves complex issues forwarded by technicians or peers (e.g. executive technical escalations)
- Solves problems for customers with challenging expectations (often escalated or irate)
- Maintains/builds relationships with other groups that impact the technical aspect for phone support (e.g. tool content teams, product group)
- Participates with managers to determine focus areas for technical improvements. (e.g. establishes targeted mentoring programs, consults on incentives related to technical performance)
- Excels at tolerance for processes and people
- Excels at recognizing internal and external customer's needs and expectations
- Learns the full range of NTT Data technology, products, and services and is able to identify how these products and services align to customer need
- Explains technical, industry, and market facts to position NTT Data as a competitive solution
- Cooperates and collaborates with colleagues, cross-functionally, to support the sales process
Basic Qualifications
- 1+ year in customer service role
Additional Preferred Skills
- Call Center Experience
- Technical Support Experience
- The ability to work in a team environment and commit to a flexible work schedule, preferably the ability to accommodate a daytime, evening or overnight shift
- Fantastic communication skills and current customer service experience is necessary
- Exposure to troubleshooting Windows and basic network troubleshooting
- Previous experience troubleshooting desktop, printer and notebook issues
- Strong telephone etiquette skills
- Ability to develop business relationships and communicate effectively with the user community.
- Basic trouble shooting skills.
- Basic understanding of the fundamentals of network, server, and desktop administration , installations, upgrades, techniques, tools, and equipment.
Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $15.50 - $16.00/hour. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance.
This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.
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. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. 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. 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. Visit us at us.nttdata.com
NTT DATA is an equal opportunity employer and considers all applicants without regarding 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. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.
Nearest Major Market: Montgomery
Job Segment: Help Desk, Information Technology, Technical Support, Consulting, Database, Technology