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Client Technical Support Associate

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Date: Feb 13, 2019

Location: College Park, MD, US

Company: NTT DATA Services

At NTT DATA we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees have been key factors in our company’s growth and market presence. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA Services and for the people who work here.

Req ID: 38203  



 

The Qualified candidate will be responsible for providing telephone/email/chat, online, and remote diagnostic technical support of desktops, portables, and peripherals (e.g., printers, projectors, etc.). The candidate must be able to perform problem analysis and troubleshooting to resolve incidents within service levels.

 

This position requires being able to work any shift between 6am to 6pm (8 hour shifts). The Client Technical Support Senior Associate will support both the College Park Maryland location and also a facility in downtown Washington DC.

 

Responsibilities 

  • Capture and document incoming help desk calls
  • Resolve help desk calls within documented guidelines
  • Communicate and escalate technical issues
  • Encourage and maintain positive employee culture of good communications, customer care and continuous improvement within team members
  • Consistently apply customer service best practices
  • Communicate and escalate technical issues that cannot be resolved at the first level based upon department operations and procedures as necessary
  • Accurately and thoroughly documenting all incidents into the ticketing system and determine priority based on problem information and documented guidelines

 

Required Skills

  • 1+ years of experience with a ticketing system
  • 1+ years of troubleshooting experience and resolving reported incidents remotely
  • 1+ years of customer service experience

 

Education

  • Must possess a High School diploma or GED
  • Typically requires 3 years relevant experience without a Degree

This is a full-time salaried position with a group company within NTT DATA.  Please note, 1099 or corp-2-corp contractors will NOT be considered. This position is only available to those interested in direct staff employment opportunities.  We offer a full comprehensive benefits package that starts from your first day of employment.


Nearest Major Market: Washington DC

Job Segment: Technical Support, Help Desk, Information Technology, Technology