Req ID: 295598

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 Senior Associate to join our team in Heredia, Heredia (CR-H), Costa Rica (CR).

Position's General Duties and Tasks:

• Manage all different 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.
• Call back missing calls.

• Diagnoses and troubleshoots level 1 problem.
• Management of ticketing support queue (production support).
• Troubleshooting customer issues with customers directly either via email or on the phone.
• Development of knowledge articles and end-user training guides for new feature releases.
• Escalate issues or queries to appropriate teams.
• Initiates service orders (tickets) for all users' requests assisting as necessary to provide appropriate information.
• Participates in ensuring that customer requests via the ticketing system are managed to closure.
• Work on especial projects as per client's needs.
• Backup model service for technology support.
• Maintain service level agreements and high customer satisfaction scores.

Qualifications Skill

Must have:

• 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.

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.

Education Requirements

• High School Diploma or equivalent.
• Advance Portuguese 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. 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.

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