Job Description

Req ID:  325705  

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 Advanced Technical Support Agent - Remote/Bilingual to join our team in Houston, Texas (US-TX), United States (US).

The Advanced Bilingual Technical Support Agent is responsible for providing telephone/email/chat and remote diagnostic technical support of hardware, systems, sub-systems and/or applications for customers. Should be able to dynamically adjust to end user described symptoms in order to reach a resolution. Works as a team with peers to provide excellent customer service and a high resolution rate under the direction of a team lead and manager. Assists in the development of new knowledge and/or improvement of existing knowledge. Communicates clearly and professionally with end users to convey understanding of an issue and what is being done to resolve it.

This is a remote, US Based role. Only candidates in the US will be considered.

Role Responsibilities 

• 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
• 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.
• 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 and focuses on delivering a positive customer experience according to NTT Data standards

Basic Qualifications

• 6+ months of experience with troubleshooting technology
• Bilingual in English and Spanish

Additional Skills

• Must be able to obtain a U.S. Government clearance (US Citizenship is a requirement for this clearance)
• Working Knowledge of Operating Systems such as Windows 7 & 10
• Knowledge of identifying and troubleshooting issues related to System Configuration, Software & COTS applications 
• Working knowledge of MS Office suite & Skype for business
• Strong customer service focus
• Strong knowledge of entire support ecosystem
• Heavy critical thinking for focused accurate escalation
• Strong communication skills
• Organizational and technology understanding

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay rate for this remote role is $18/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 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 here . If you'd like more information on your EEO rights under the law, please click here . For Pay Transparency information, please click here .

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