Frontline Tech Support & Customer Care Specialist

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

Job summary

NTT DATA, Inc. in the Philippines is seeking a Customer Support Agent to be the first line of contact for customers, handling calls, emails, and portal tickets with timely, professional responses.

The role involves documenting incidents in the ticketing system, basic troubleshooting of hardware and software, following Knowledge Base SOPs, meeting SLA targets, and participating in regular training to stay updated on tools and processes while maintaining confidentiality and data security.

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

NTT DATA, Inc. in the Philippines is seeking a Customer Support Agent to be the first line of contact for customers, handling calls, emails, and portal tickets with timely, professional responses.

The role involves documenting incidents in the ticketing system, basic troubleshooting of hardware and software, following Knowledge Base SOPs, meeting SLA targets, and participating in regular training to stay updated on tools and processes while maintaining confidentiality and data security.