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Helpdesk Associate

3 weeks ago

Halifax, Canada NTT DATA Full time

**Req ID**: 213406

We are currently seeking a junior
**Helpdesk Associate (REMOTE)** to join our team This position is fully remote so you can work from the comfort of your home office anywhere in Canada
- Assists customers by diagnosing problems and providing resolutions for technical and service issues
- Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts
- Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions
- Identifies and provides input on unique or recurring customer problems
- Focuses on delivering a positive customer experience according to NTT Data standards.
- Monitors and tracks issues to ensure accurate resolution
- May be involved in revenue generation activities with current NTT Data customers
- Reviews and distribute pertinent cross-functional information
- Escalates more complex customer technical issues to senior level support
- Resolves complex issues forwarded by technicians or peers (e.g. executive technical escalations)
- Solves problems for customers with challenging expectations (often escalated or irate)
- Maintains/builds relationships with other groups that impact the technical aspect for phone support (e.g. tool content teams, product group)
- Participates with managers to determine focus areas for technical improvements. (e.g. establishes targeted mentoring programs, consults on incentives related to technical performance)
- Excels at tolerance for processes and people
- Excels at recognizing internal and external customer's needs and expectations
- Learns the full range of NTT Data technology, products, and services and is able to identify how these products and services align to customer need
- Explains technical, industry, and market facts to position NTT Data as a competitive solution
- Cooperates and collaborates with colleagues, cross-functionally, to support the sales process

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**About NTT DATA Services**

**NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.**

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