NTT

1 month ago

Call Center Senior Associate

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 23 hours agoStatus: Live

Job Summary

Provide first-line support for customer issues and service requests by handling inbound calls, emails, and portal tickets. Diagnose and troubleshoot basic hardware, mobile application, and connectivity issues while following scripted resolutions and knowledge base procedures. Accurately document incidents and actions in a ticketing system, resolve within defined SLAs, and escalate unresolved cases to Level 2 teams with detailed documentation. Deliver empathetic, professional service and participate in ongoing training.

Location: Philippines

Workplace: Onsite

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Mid level

Key Responsibilities

•Act as first line of support for customer issues and service requests.
•Handle inbound customer calls, emails, and portal tickets with timely and professional communication.
•Accurately document all incidents and actions taken in the ticketing system.
•Perform basic troubleshooting for hardware, software (mobile applications), and connectivity issues.
•Resolve within defined SLAs and escalate unresolved issues to Level 2/specialized technical teams with detailed documentation.

Key Requirements

•Act as first-line support for customer issues and service requests.
•Handle inbound customer calls, emails, and portal tickets with timely, professional communication.
•Accurately document all incidents and actions taken in the ticketing system.
•Perform basic troubleshooting for hardware (e.g., printers, tablets), software (mobile applications), and connectivity issues (Bluetooth, Wi-Fi).
•Follow scripted resolutions and standard operating procedures from the knowledge base, resolving within defined SLAs and escalating unresolved issues with detailed documentation.

Skills:CommunicationCustomer satisfaction focusEmpathyDocumentationProblem-solving

Tech Stack:Ticketing systemKnowledge BaseMobile applicationsBluetoothWi-FiPortals

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

Loading job details...

Preparing the role view and application actions.

NTT