Technical Support Agent

About the role

NTT DATA is looking for a Technical Support Agent to join its Heredia team. You will be the first point of contact for users, handling inquiries across chat, email and phone while ensuring fast, accurate resolution of application issues.

Key responsibilities

• Manage inbound requests via chat, email and phone, and return missed calls.
• Diagnose and troubleshoot Level‑1 problems and log tickets in the support queue.
• Provide direct assistance to customers, escalating complex issues to the appropriate teams.
• Create knowledge‑base articles and end‑user training guides for new feature releases.
• Initiate service orders, track ticket progress and ensure closure according to SLA targets.
• Participate in special projects and act as a backup for technology support.
• Maintain high customer‑satisfaction scores and adhere to service‑level agreements.

Required profile

• 1‑2 years of experience in a call‑center or customer‑service environment.
• 1‑2 years of hands‑on experience with Oracle CPQ and Salesforce from a user‑support perspective.
• Advanced written and verbal English proficiency.
• High school diploma or equivalent.
• Strong organization, time‑management and documentation skills.
• Ability to work flexible shifts and prioritize multiple tasks under tight deadlines.

Required skills

• Oracle CPQ
• Salesforce (user‑support)
• Microsoft Office suite (Excel, PowerPoint, Word)
• Windows operating system
• Familiarity with ITSM/ticketing tools (nice to have)

What we offer

• Opportunity to work in a global technology services leader.
• Professional development in a fast‑growing, inclusive environment.
• Exposure to a variety of client projects and cutting‑edge solutions.