2 weeks ago

Call Center Associate

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 16 hours agoStatus: Live

Job Summary

Provide first-line customer support by handling inbound calls, emails, and portal tickets. Accurately document incidents in the ticketing system, follow knowledge-base scripted resolutions, and resolve issues within defined SLAs. Perform basic troubleshooting for hardware, mobile applications, and connectivity problems (Bluetooth/Wi‑Fi). Escalate unresolved cases to Level 2 or specialized teams with detailed notes, while maintaining confidentiality and participating in regular training.

Location: Philippines

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Handle inbound customer calls, emails, and portal tickets and communicate professionally.
•Document all incidents and actions taken in the ticketing system.
•Perform basic troubleshooting for hardware, software (mobile apps), and connectivity issues.
•Resolve issues within defined SLAs and follow scripted resolutions and SOPs from the Knowledge Base.
•Escalate unresolved issues to Level 2/specialized teams with detailed documentation while maintaining confidentiality.

Key Requirements

•Act as the first line of support for customer issues and service requests.
•Handle inbound calls, emails, and portal tickets with timely, professional communication.
•Accurately document incidents and actions in a ticketing system.
•Follow scripted resolutions and standard operating procedures from the Knowledge Base.
•Perform basic troubleshooting for hardware, mobile applications, and connectivity issues (Bluetooth, Wi‑Fi).

Skills:Customer serviceCommunicationEmpathyConfidentialityDocumentation

Tech Stack:Ticketing systemKnowledge BaseMobile applicationsBluetoothWi-Fi

Company Brief

NTT

Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Public Company (Market Cap in USD)

Headquarters: London, United Kingdom

Founded: 1983

Website LinkedIn

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NTT