Req ID:232524

NTT DATA Services 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 Helpdesk Agent - US Remote to join our team in Montgomery, Alabama (US-AL), United States (US).

The Advanced Helpdesk 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 position. Only US based candidates 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

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

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services 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.