Technical Support Agent

NTT
Costa Rica
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 1-2 yearsSkills: ["Customer service","Problem-solving","Documentation","Time management","Continuous improvement"]

Provide first-line technical support to users via chat, email, and phone, handling help desk requests for application issues and questions. Diagnose and troubleshoot level 1 problems, manage a ticketing support queue through closure, and initiate service tickets as needed. Create knowledge articles and end-user training guides for new releases, escalate issues to the right teams, and support service levels while maintaining high customer satisfaction.

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FursaFursa
NTT
NTT
3 days ago

Technical Support Agent

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Source: Company careers pageValidated by: Fursa AI
Last checked: 22 hours agoStatus: Live

Job Summary

Provide first-line technical support to users via chat, email, and phone, handling help desk requests for application issues and questions. Diagnose and troubleshoot level 1 problems, manage a ticketing support queue through closure, and initiate service tickets as needed. Create knowledge articles and end-user training guides for new releases, escalate issues to the right teams, and support service levels while maintaining high customer satisfaction.
Location: Costa Rica
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Handle inbound customer inquiries via chat, email, and phone and respond to help desk requests about application issues.
  • •Diagnose and troubleshoot level 1 problems and troubleshoot customer issues directly via email or phone.
  • •Manage a ticketing support queue (production support) and ensure customer requests are processed to closure.
  • •Develop knowledge articles and end-user training guides for new feature releases.
  • •Escalate issues or queries to appropriate teams and initiate service orders (tickets) as needed; participate in special projects and backup support.

Key Requirements

  • •1-2 years of experience working in a call center environment and in customer service.
  • •1-2 years of experience providing user support with Oracle CPQ.
  • •1-2 years of experience providing user support with Salesforce from a support perspective.
  • •Advanced English (written and verbal) and experience in technical support.
  • •High school diploma or equivalent; solid knowledge of MS Office and proficiency in Windows; good documentation and time management.
Experience:1-2 yearsCustomer supportCall centerTech support
Skills:Customer serviceProblem-solvingDocumentationTime managementContinuous improvement
Languages:English
Tech Stack:Oracle CPQSalesforceMS OfficeExcelPowerPointWordWindowsITSM

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