Technical Support Agent Job at NTT DATA (Heredia)

Technical Support Agent

NTT DATA

Location:
Costa Rica , Heredia

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Technical Support Agent role involves managing customer inquiries through various channels, diagnosing issues, and ensuring high customer satisfaction. Candidates should have 1-2 years of experience in a call center or tech support environment, proficiency in Oracle CPQ and Salesforce, and strong communication skills in English. A High School Diploma is required. NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Technical Support Agent to join our team for a six month period in Heredia, Heredia (CR-H), Costa Rica (CR).

Job Responsibility:

Manage all different types of inquiries generated via inbound activities such as chat, email and call
Attend the help desk line and respond to users’ requests regarding application issues or questions
Call back missing calls
Diagnoses and troubleshoots level 1 problem
Management of ticketing support queue (production support)
Troubleshooting customer issues with customers directly either via email or on the phone
Development of knowledge articles and end-user training guides for new feature releases
Escalate issues or queries to appropriate teams
Initiates service orders (tickets) for all users’ requests assisting as necessary to provide appropriate information
Participates in ensuring that customer requests via the ticketing system are managed to closure
Work on especial projects as per client’s needs
Backup model service for technology support
Maintain service level agreements and high customer satisfaction scores

Requirements:

1-2 years of experience working in a call center environment
1-2 years of customer service experience
1-2 years of Experience with Oracle CPQ
1-2 years of Experience with Salesforce from user support perspective
Advance English level in both written and verbal
Experience in Tech Support area
Solid knowledge in MS Office applications (Excel, PowerPoint, Word, etc)
Proficient in Windows operating system environment
Good organization and time management skills
Demonstrated ability to drive continuous improvement and solve problems in a team environment
Proactive and self-motivated, with the ability to prioritize multiple tasks under tight deadlines and work independently
Flexibility to work in different work shifts
Good documentation skills
Detailed oriented
High School Diploma or equivalent

Nice to have:

Experience working with Service Level Agreement (SLA) and Key Performance Indicators (KPIs)
Experience working with ITSM tool

Additional Information:

Job Posted:
March 14, 2026

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