Remote IT Helpdesk - US candidates

Req ID: 309421 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 Remote IT Helpdesk - US candidates to join our team in Knoxville, Tennessee (US-TN), United States (US). The Remote Helpdesk Agent is responsible for providing telephone/email/ and remote diagnostic technical support of hardware, systems, sub-systems and/or applications for customers. Answers questions about installation, operation, configuration, customization, and usage of assigned products. 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. **This is a remote helpdesk role based in the US. Only US applicants will be considered. We support this client 7 days a week 7am - 4pm Central Time

• 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

Basic Qualifications

• 1+ year in customer service role

Additional Preferred Skills

• Call Center Experience
• Technical Support Experience
• Future positions could require a more flexible work schedule
• Fantastic communication skills and current customer service experience is necessary
• Exposure to troubleshooting Windows and basic network troubleshooting
• Previous experience troubleshooting desktop, printer and notebook issues
• Strong telephone etiquette skills
• Ability to develop business relationships and communicate effectively with the user community.
• Basic trouble shooting skills.
• Basic understanding of the fundamentals of network, server, and desktop administration , installations, upgrades, techniques, tools, and equipment.

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $15.50 - $16.50/hour. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance. This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits. About NTT DATA NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com NTT DATA endeavors to make https://us.nttdata.com 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 https://us.nttdata.com/en/contact-us. 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. Remote

Benefits: Retirement / Pension Plans

About the Company: NTT DATA

NTT DATA means Business NTT DATA is your Innovation Partner anywhere around the world. With business operations in more than 50 countries, we put emphasis on long-term commitment and combine global reach and local intimacy to provide premier professional services from consulting, system development, business process and IT outsourcing, to cloud-based solutions. NTT DATA Americas' Strategic Staffing group provides our clients with top notch technical talent to augment their core IT staff. Our approach is customer centric, partnering to assist you in achieving your strategic goals and IT initiatives. We get to know your company’s culture and the type of technical staff that thrive within your organization. We understand your specific technical and business requirements, timing, and budget.

• NTT DATA is part of the NTT Group – a Fortune 31 Global IT & Telecom services company.
• NTT Group one of the largest Telecommunications Companies in the world.
• NTT DATA is ranked in the top 10 largest global IT services provider in the world.

Collectively, the integrated company generates $16B in annual revenues with over 130,000 employees across 50 countries Visit www.nttdata.com/americas to learn how our consultants, projects, managed services, and outsourcing engagements deliver value for a range of businesses and government agencies.

Company Size: 10,000 employees or more

Industry: Management Consulting Services

Founded: 1967

Website: http://americas.nttdata.com/Careers/Careers.aspx

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