Helpdesk L1 - Remote in US

Req ID: 309438 

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 L1 - Remote in US to join our team in Owensboro, Kentucky (US-KY), United States (US).

 

The Remote Helpdesk Agent 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. 

 

**This is a remote helpdesk role based in the US.  Only US applicants will be considered.

 

The shift is Monday through Friday 8am – 5pm 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
• Future positions could require a more flexible work schedule
• Fantastic communication skills and current customer service experience is necessary 
• Exposure to troubleshooting Windows and basic network troubleshooting 
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