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Bilingual Help Desk Associate

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Date: Mar 9, 2019

Location: Guadalajara, JAL, MX

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: 17601  



  • Responsible for providing telephone/email/chat, online, social media and remote diagnostic technical support of desktops, portables, peripherals (e.g., printers, projectors, etc.) and software custom or off the shelf software – industry or proprietary.
  • Answers questions about installation, operation, configuration, customization, and usage of assigned products. 
  • Responsible for following defined policies & procedures (e.g., verifies warranty entitlement, etc.). 
  • 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. 


Principal Accountabilities:

  • Responds to customer technical problems/issues related to hardware, software and networking via e-mail/chat, online, social media and phone. 
  • Assists customers by diagnosing problems and providing resolutions for technical service or care 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, researches and provides input on unique or recurring customer problems. 
  • Remains knowledgeable of NTT DATA’s product line, current industry products and technologies. 
  • Focuses on delivering a positive customer experience according to NTT DATA standards. 
  • Monitors and tracks issues to ensure accurate resolution. 
  • Reviews and distributes pertinent cross-functional information. 
  • Escalates more complex customer technical issues to senior level support.


Basic Qualification:​​​​

  • Strong telephone etiquette skills.
  • Near-native verbal and written English communication skills. 
  • Excellent customer service. 
  • Availability to work shifts and weekends
  • 1-2 years of relevant experience in technical support and/or customer service 



  • High school diploma or equivalent required. Associates degree, technical college or some college course work preferred.



  • Answer technical support calls providing and escalating to other support groups   
  • Provide Support based on email generated requests or reports.   
  • Document troubleshooting steps and detailed description of the customers incidents and requests.   
  • Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. 
  • Strong written communication skills.   
  • Previous technical support experience of 1 year in a call center environment for Windows OS, MS Office, MS Outlook, Internet Explorer, Antivirus and Peripherals (installation, operation, configuration, etc).


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


About NTT DATA Services


NTT DATA Services partners with clients to navigate and simplify the modern complexities of business and technology, delivering the insights, solutions and outcomes that matter most. We deliver tangible business results by combining deep industry expertise with applied innovations in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services.


NTT DATA Services, headquartered in Plano, Texas, is a division of NTT DATA Corporation, a top 10 global business and IT services provider with 100,000+ professionals in more than 50 countries, and NTT Group, a partner to 85 percent of the Fortune 100. Visit to learn more.


NTT DATA, Inc. (the “Company”) is an equal opportunity employer and makes employment decisions on the basis of merit and business needs.  The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law.  To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.




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