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