Customer Support Specialist – Tech Troubleshooter

NTT DATA, Inc.; Quezon; On-site; PHP 240,000 - 360,000; Full time

Job summary

NTT DATA, Inc. is seeking a customer support specialist in the Philippines to act as the first line of contact for issues and service requests. You will handle calls, emails, and portal tickets, documenting all actions and following scripted resolutions from the Knowledge Base.

You will troubleshoot basic hardware, software, and connectivity problems, escalate unresolved issues with detailed notes, and contribute to high customer satisfaction through empathetic service and ongoing training.

Qualifications

• Experience providing first-line support to customers.
• Ability to follow scripted resolutions and SOPs.
• Strong written and verbal communication skills.

Responsibilities

• Act as the first line of support for customer issues and service requests.
• Handle inbound customer calls, emails, and portal tickets.
• Accurately document all incidents and actions in the ticketing system.
• Perform basic troubleshooting for hardware, software, and connectivity issues.
• Follow Knowledge Base resolutions and SOPs to resolve issues within SLAs.
• Escalate unresolved issues to Level 2 with detailed documentation.
• Maintain high customer satisfaction with friendly and empathetic service.
• Participate in regular training to stay updated on processes and tools.

Skills

Customer support

Communication

Troubleshooting

Documentation

Time management

Tools

Ticketing system

Knowledge Base

Job description

NTT DATA, Inc. is seeking a customer support specialist in the Philippines to act as the first line of contact for issues and service requests. You will handle calls, emails, and portal tickets, documenting all actions and following scripted resolutions from the Knowledge Base.

You will troubleshoot basic hardware, software, and connectivity problems, escalate unresolved issues with detailed notes, and contribute to high customer satisfaction through empathetic service and ongoing training.