*IS Support Technician - Call Center

IS Support Technician Remote, TEXAS ? This is a call center position... ? All candidates will be expected to go onsite if they live within 50 miles from Richardson, TX. or San Antonio, TX Hub in the event they have an internet, power disruption, or for business needs ? Training hours are 7:30 a.m. to 3:30 p.m. (Central) M-F - mandated by Web Cam during training hours. ? 2hr start window for Central time zone only: 8 a.m. to 10 a.m. (Central) Mon-Fri and including 1 weekend day/night (Tue - Sat or a Sun - Thur) ? Must be able to provide high speed internet at home (www.speedtest.net) ? Postiion is a temporary to potential direct hire. Job Summary: This role will be a call center role taking inbound calls. They are required to sit for long periods of time. This position requires the prompt technical responses to questions from CVS stores and pharmacy employees regarding troubleshooting, diagnosing, and resolving problems for their software and hardware issues. This position requires a thorough knowledge of problem escalation and follow-up processes to ensure timely resolution of reported issues. Related online diagnostics are used for troubleshooting; incidents are tracked in a case tracking system. The primary role of this position is to take live trouble-shooting calls daily 100% of the time As a Technical Support Representative, you will be working in a positive cultural environment, working through timely technical responses to inquiries from CVS store employees, pharmacy, and Minute Clinic employees regarding solving, diagnosing, and resolving problems for the stores on Hardware, Pharmacy, Point of Sale systems, Minute Clinic and Photo. Reporting to the Manager of Technical Support, this role requires a detailed knowledge of problem escalation and follow-up processes to ensure timely resolution of reported issues. Related online knowledge articles are used for troubleshooting; incidents are supervised in a case tracking system. The main responsibility of this employee is to take live troubleshooting calls daily. This candidate must deliver outstanding customer service in a timely, and efficient manner, with a shown dedication to 1st call resolution and overall customer happiness. Work from home option is available. You must have a quiet, private work area with a closed door. Dependent and child-care arrangements must be made as if you were onsite. You must have a secure internet connection with a speed of 150 mbps in order to work from home. If your internet or power gets interrupted and you are not able to fix the connection problem in a timely manner you will need to come into the call center to finish your shift, you will be expected to arrive no longer than an hour after your connection is interrupted. You may also come into the call center to work if you prefer to work onsite. Key Responsibilities: ? Document problems, complete problem tickets, and request information in the support tools ? Maintain knowledge with accurate up-to-date information relating to current policies, procedures, and troubleshooting techniques ? Effectively handle call workload ? Provide outstanding customer support by analyzing, diagnosing, and resolving problems and requests within service level agreements ? Collaborate well in a team environment Min. Requirements: ? 6 months of technical support experience. Troubleshooting, diagnosing, and resolving problems for software and hardware issues. ? 6 months call center experience ? Over 2 years of Customer Service skills ? Must be located in Texas ? Must be US authorized Preferred Requirements: ? Must have competent PC skills, proficiency in MS Office ? Must have excellent verbal and listening communication skills ? Must have excellent writing skills ? Able to work in a flexible 24/7 work environment, preferred Education: High School Diploma or GED required About NTT Data Services: NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients' long-term success. Visit nttdata.com or LinkedIn to learn more. NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team

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