Representative 2/L1 Help Desk (Customer Service)

At NTT DATA, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees have been key factors in our company’s growth and market presence. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA and for the people who work here.

For more than 25 years, NTT DATA have focused on impacting the core of your business operations with industry-leading outsourcing services and automation. With our industry-specific platforms, we deliver continuous value addition, and innovation that will improve your business outcomes. Outsourcing is not just a method of gaining a one-time cost advantage, but an effective strategy for gaining and maintaining competitive advantages when executed as part of an overall sourcing strategy.

NTT DATA Services currently seeks a Help Desk Support Rep 2/L1 to join our team working 100% Remote.  US authorized only apply, C2C and agency is not supported for this role.

• Class with set start date to begin on 10/19. Both need to clear in order to meet that start date.
• Shift = Monday-Friday -8-hour assigned shift can be between 8:00am -9:00pmEST
• Training = Monday-Friday -8am-4:30pm EST - 3 weeks on camera
• Rate: 16.00 hour W2

Job Summary: We are filling two open positions in preparation for our upcoming surge to support our members experiencing technical difficulties within our mobile app or website. This is a member service/ customer service role, though experience in virtual help desk support is a plus. While members may have difficulties with registration or logging into their account, our focus is to understand what the member has tried and guide them through the process. Sometimes the request is to help them navigate or understand information contained within the website or mobile app. If there is an issue with the application, then your role would be to escalate to the engineering team.

We are looking for individuals who enjoy troubleshooting and finding solutions. Exceptional listening skills are a necessity and ability to communicate directions and adapt them as needed from member to member is a must. IT certifications are not required for this role. Working in a similar help desk support role is preferred but not required.

The call center is open from 8:00 am to 9:00 pm ET, Monday through Friday, and this is a work from home position. Schedule preferences can be discussed during the interview process but will not be communicated until an offer is extended. You should be willing to work until 9:00 pm ET. Training will take approximately three weeks and we expect 100% attendance during training which is held from 8:00 am to 4:30 pm ET, Monday through Friday.

Duties :

• Managing member issues through a ticketing system

• Meeting service level agreement (SLA) for resolution

• Utilizing resources to address issues

• Documenting all interactions

• Answering inbound calls and making outbound call follow-ups

Minimum Job Requirements: • 1 year experience working in a help desk environment assisting with password reset and website navigation 

• 1 year experience working in a virtual call center.

• 1 year of experience taking a high volume of calls or processing a high volume of help tickets in a day (100+/day)

Preferred Qualifications: • A personal High Speed Broadband internet connection is required (100/25 mbps). Proof will be required prior to any confirmation of an offer and start date. To support telephony software, it must be Broadband and meet the minimum required mbps. You must be able to work with a direct connection using an ethernet cord. Wi-Fi is not permitted. Internet is non-reimbursable by the company unless state law mandates it. If a longer ethernet cord is required from what is provided, you would be responsible for providing the cord.

• A location within your home free from distraction during your scheduled hours.

• Experience working with a ticketing platform such as Service Now or Remedy is preferred but not required.

• Excellent communication skills both verbal and written

• Keyboarding ability to key 45 WPM with 95% accuracy rate*** We will require a demonstration of your keyboarding skill during the interview.

• Microsoft 360 basic applications (Outlook, Teams, One Drive)

• Avaya One X or comparable telephonic software knowledge such as Five9

• Fo…