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Technical Support Service Desk Associate

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NTT DATA

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Location:
Mexico , Guadalajara

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Category:
IT - Administration

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Contract Type:
Employment contract

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Salary:

Not provided
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Job Description:

The Technical Support Service Desk Associate role involves providing exceptional support for healthcare applications and assisting customers with technical issues. Candidates should possess strong problem-solving skills, bilingual communication abilities, and a commitment to delivering high-quality customer service. The position requires shift flexibility and offers opportunities for training and advancement.

Job Responsibility:

  • Respond promptly to all incoming contacts (phone, email, chat, self-service) including workflow issues, application errors, access problems, and functionality concerns
  • Achieve a high-resolution rate with over 90% of issues being resolvable at first contact
  • Provide professional and high-quality customer service to our customers through adherence to scripts, workflows and compliance with corporate policies and procedures
  • Escalate complex technical and application issues to the appropriate teams when necessary
  • Identify areas for improvement in processes, products, or services
  • Deliver exceptional customer service to all callers by addressing their needs promptly and effectively
  • Monitor and read text on computer screens throughout the entire shift, ensuring accuracy and attention to detail
  • Maintain presence at the designated workspace and remain in the phone queue for the entire 8 to10-hour shift, with scheduled breaks
  • Maintain a quiet, private workspace equipped with high-speed, wired internet to ensure optimal performance and productivity
  • Ensure possession of a functional cell phone for manager communication and Two-Factor Authentication to maintain security and effective communication

Requirements:

  • Strong bilingual skills in both written and spoken English and Spanish
  • 1 to 3 years of customer service experience, preferably within a contact center or healthcare setting
  • 1 to 3 years of experience in customer problem analysis and resolution
  • Strong ability to convey complex technical concepts in a clear and understandable manner to non-technical audiences
  • Exceptional organizational skills with a keen attention to detail
  • High school diploma or equivalent is required
  • Maintain daily availability on Microsoft Teams, consistently review emails, and stay up to date with all learning materials distributed

Nice to have:

  • Experience working in a call center environment
  • Commitment to delivering exceptional service in all interactions
  • Strong communication and interpersonal skills
  • Proficiency in typing and English language skills, both verbal and written
  • Demonstrated ability to actively listen, assess caller needs, and take appropriate action
  • Proven ability to thrive in a fast-paced environment
What we offer:
  • Full comprehensive benefits package that starts from your first day of employment
  • Opportunities for training and advancement

Additional Information:

Job Posted:
February 03, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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