Call Center Associate

NTT DATA North America; Metro Manila; On-site; PHP 279,000 - 446,000; Full time

Job summary

NTT DATA North America seeks a customer support specialist in Metro Manila to act as the first line of contact for customer issues and service requests. You will handle calls, emails, and portal tickets with professional communication to ensure timely resolution.

Duties include documenting all incidents in the ticketing system, performing basic troubleshooting for hardware, software, and connectivity, following the Knowledge Base, meeting defined SLAs, escalating when needed, and maintaining

Responsibilities

• Act as the first line of support for customer issues and service requests.
• Handle inbound customer calls, emails, and portal tickets, ensuring timely and 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.
• Resolve customer issues within defined SLAs (Service Level Agreements).
• Escalate unresolved issues to Level 2 or specialized technical teams with detailed documentation.
• Ensure high levels of customer satisfaction by providing friendly, efficient, and empathetic service.
• Participate in regular training sessions to stay updated on processes, tools, and technologies.
• Maintain confidentiality and comply with company data protection and security policies.

Job description

• Act as the first line of support for customer issues and service requests.
• Handle inbound customer calls, emails, and portal tickets, ensuring timely and 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.
• Resolve customer issues within defined SLAs (Service Level Agreements).
• Escalate unresolved issues to Level 2 or specialized technical teams with detailed documentation.
• Ensure high levels of customer satisfaction by providing friendly, efficient, and empathetic service.
• Participate in regular training sessions to stay updated on processes, tools, and technologies.
• Maintain confidentiality and comply with company data protection and security policies.