Technical Support Agent

Req ID:  385538  

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 Technical Support Agent 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:

• 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 DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever 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, @nttdatafed.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 here . If you'd like more information on your EEO rights under the law, please click here . For Pay Transparency information, please click here .