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Field Tech Associate

Company: NTT DATA
Location: Saint Louis
Posted on: May 6, 2021

Job Description:

#indistJob Title: Field Tech AssociateJob Location: Spark MDDuration: 12 monthsThe Field Tech Associate will be responsible for performing various managed client services for a strategic customer.These services include: IMAC, Break Fix, Desk Side Support, etc. This role combines strong technical skills with an emphasis on delivering world class customer service.Responsibilities

  • Responds to customer technical problems/issues related to hardware, software and networking via e-mail/chat and phone.
  • 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.
  • Focuses on delivering a positive customer experience according to NTT Data standards.
  • Monitors and tracks issues to ensure accurate resolution.
  • Assumes complete ownership of customer issue until resolved involving multiple inbound and outbound communications. They will own the issue and engage/collaborate with multiple resources.
  • Acts independently with substantial latitude to determine methods and procedures on assignments, setting objectives and deciding how to proceed.
  • Works closely with manager to communicate any employee issues, and have the manager deal with them directly.
  • Proactively engages the required resources to ensure the customer expectation is exceeded in a timely manner.Requirements
    • 2-3 years of relevant experience or equivalent combination of education and work experience
    • Strong ability to develop business relationships and communicate effectively with the user community
    • Strong troubleshooting skills
    • Applies good knowledge of processes and resources required to perform analytical and technical tasks on PC systemsPreferences
      • MCP
      • Knowledge of a variety of Service Industry ticketing/work order generating and tracking systems (Service Now, Remedy, Magic, etc.)
      • A+ Certification

Keywords: NTT DATA, St. Louis , Field Tech Associate, Other , Saint Louis, Missouri

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