Service Desk - German / English (remote Night Shift) - Remote Eligible

Service Desk - German / English (Remote Night Shift)

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 Service Desk - German / English (Remote Night Shift) to join our team in Heredia, Costa Rica.

Position's General Duties and Tasks:

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

Qualifications Skill:

Must have:

• 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.
• 1-2 years of experience working in a call center / BPO environment.
• Excellent communication skills, both verbal and written in German.
• Intermediate English level in both written and verbal.
• Solid knowledge in MS Office applications (Excel, PowerPoint, Word, etc).
• Proficient in Windows operating system environment.
• Excellent customer service.
• Flexibility to work in different work shifts.

Education Requirements:

• High School Diploma or equivalent.
• Advance German level in both written and verbal.

Nice to have:

• Experience with Oracle CPQ.
• Experience working with Service Level Agreement (SLA) and Key Performance Indicators (KPIs).
• Experience working with ITSM tool.
• Advance French level in both written and verbal.

About NTT DATA:

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client's needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees.