Technical Analysis Senior Associate

Heredia
Permanente
Tiempo completo

Hace 2 días

Req ID: 338850NTT 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 Technical Analysis 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 SkillMust have:

1-2 years of experience working in a call center environment.
1-2 years of customer service experience.
1-2 years of Experience with Oracle CPQ.
1-2 years of Experience with Salesforce from user support perspective.
Advance English level in both written and verbal.
Experience in Tech Support area.
Solid knowledge in MS Office applications (Excel, PowerPoint, Word, etc).
Proficient in Windows operating system environment.
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.
Flexibility to work in different work shifts.
Good documentation skills.
Detailed oriented.

Nice to have:

Experience working with Service Level Agreement (SLA) and Key Performance Indicators (KPIs).
Experience working with ITSM tool.

Education Requirements

High School Diploma or equivalent.
Advance English level in both written and verbal.

About NTT DATANTT 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 atWhenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, .NTT DATA endeavors to make accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click . If you'd like more information on your EEO rights under the law, please click . For Pay Transparency information, please click .

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