Call Center Associate

NTT
Philippines
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Customer service","Communication","Empathy","Confidentiality","Documentation"]

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.

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FursaFursa
NTT
NTT
1 week ago

Call Center Associate

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 21 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

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
WebsiteLinkedIn