Summary of Key Responsibilities

 

Provides first-level support in English and Spanish languages To be able to work in a 24/7 work schedule Uses troubleshooting techniques and tools to identify technical defects/issues Assign incidents in line with documented guidelines and procedures Actively supports the customer in all aspects through problem resolution, keeping the customer informed and updated throughout life of incident Clearly and concisely logs and tracks details of solutions provided to resolve customer issues (logs all ACD calls, emails and call-backs) maintaining and updating customer database Consistently performs to set targets Escalates problems in line with documented procedures, as appropriate Maintains comprehensive knowledge of service offerings along with future industry products and technologies Attends required technical training sessions and makes effective use of assigned lab time Complies with schedule adherence to ensure overall service level targets are achieved Identifies and provides input on unique or recurring customer problems

 

Knowledge, skills and attributes

 

Excellent verbal and written communications in English and Spanish Working knowledge of all software currently shipped with NTTD client products and basic knowledge of legacy operating systems Working knowledge of PC architecture/technology Working knowledge of NTTD and customer supplied applications Thorough knowledge of Service Procedures Thorough knowledge and understanding of policies and procedures and the ability to determine course of action based on given guidelines Ability to analyse and solve technical problems by investigating potential solutions using troubleshooting skills Knowledge on Service Now is preferred Good organizational skills Good interpersonal skills Excellent telephone and customer handling skills Ability to handle stressful situations. Ability to deal professionally with irate customers Ability to learn new products and technologies Spanish language would be considered highly advantageous

 

Academic Qualifications and Certifications

 

Bachelor’s Degree in any stream Any certification like DELE, SIELE or ACTFL OPI CompTIA A+ Certification ITIL 4 Foundation Certification Microsoft Certified: Azure Fundamentals certification is preferred but not mandatory