Responds to customer technical problems / issues related to hardware, software and networking via e-mail / chat, online, social media and phone.
Assists customers by diagnosing problems and providing resolutions for technical service or care 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, researches and provides input on unique or recurring customer problems. Remains knowledgeable of NTT DATAs product line, current industry products and technologies.
Focuses on delivering a positive customer experience according to NTT DATA standards. Monitors and tracks issues to ensure accurate resolution.
Reviews and distributes pertinent cross-functional information. Escalates more complex customer technical issues to senior level support.