Tech-Savvy Customer Support Specialist

NTT DATA, Inc.; Quezon City; On-site; PHP 446,000 - 670,000; Full time

Job summary

NTT DATA, Inc. is seeking a Customer Support Specialist based in Quezon City to act as the first line of contact for customer issues.

You will handle calls, emails, and portal tickets with timely, professional communication, and document all incidents in the ticketing system. Responsibilities include basic troubleshooting for hardware and software, following Knowledge Base procedures, meeting SLAs, and escalating complex issues with detailed notes.

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.

Job description

NTT DATA, Inc. is seeking a Customer Support Specialist based in Quezon City to act as the first line of contact for customer issues.

You will handle calls, emails, and portal tickets with timely, professional communication, and document all incidents in the ticketing system. Responsibilities include basic troubleshooting for hardware and software, following Knowledge Base procedures, meeting SLAs, and escalating complex issues with detailed notes.