at NTT Data Inc in Chicago, Illinois, United States
Job Description
Req ID:282800
NTT DATA Services 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 Call Center Senior Representative (100% remote) to join our team in CHICAGO, Illinois (US-IL), United States (US).
Responsibilities:
Respond to and service customer calls via an inbound ACD system or emails via an email routing client.
Educate and inform customers on account related billing questions, concerns and requests
Provide proper resolution that fully meets all Policies, Procedures and Protocols
Research and analyze inquiries taking appropriate action in resolving their billing situation.
Promote positive customer relations while maintaining the highest standards of ethics, quality and professionalism.
Serve as the first point of contact for customers seeking assistance over the phone or email
Perform troubleshooting techniques
Perform application navigational guidance
Identify and determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Provide accurate information on first level business requirements
Record events and problems and their resolution
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures
Basic Qualifications:
High school diploma or GED required
Minimum 1 year experience of call center/customer service experience
Remote Technology and System Requirements
To work remote, individuals must meet all of the established Remote Worksite Requirements including those pertaining to Technology. NTT DATA and it's partners will not provide computer equipment in order to perform the function of any remote roles.
In General:
Individuals must provide their own compatible desktop computer and/or laptop with all needed peripherals
Individuals must provide and use their own wired headset at all times
Individuals must provide their own internet access and use a wired connection
Computer:
The operating system of the computer should be Microsoft Windows 8 or newer; Windows 10 is highly preferred. Windows 7 and older versions are not compatible.
Apple MacOS, Chromebooks, ChromeOS and Linux are not compatible with all of our systems and therefore cannot be used.
The computer should have:
4 GB of RAM minimum
60 GB of hard drive storage or higher. Solid State Drive preferred.
Intel Core processor i3 and higher or AMD FX 6xxx and higher (or equivalent) preferred
The unit must contain Anti-Virus Protection (Norton, McAfee, Kaspersky, Avast, etc.) Windows 10 comes with built-in anti-virus software (Windows Defender).
Internet:
Internet speeds must be at or above 50 Mbps.
A hardwired ethernet connection is required. WiFi connections are not appropriate as are connections outside of one's personal dwelling or location.
Google Chrome or Microsoft Edge browsers should be accessible.
Remote Workspace Requirements:
Individuals must reside in the greater Chicagoland area
The individual should have a dedicated workspace that is conducive to servicing Utility Billing customers as they would if located in the Client space. The workspace should be a dedicated location where they can work unencumbered daily.
The individual should be able to complete all tasks and/or service their customers with minimal distractions and that will not interfere with the normal course of business or work.
Ideally, the remote workspace will be dedicated for the sole purpose of performing the duties of the job and isolated from other people who might share the same physical space. People, pets and noises in the background should be able to be kept to an absolute minimum and not disrupt the work performed or delivery of customer service.
The remote worksite should be at the same location each day. If there must be a change to the remote work location, it must meet all of the Remote Technology, System and Remote... For full info follow application link.
NTT DATA, Inc. (the “Company”) is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law. To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.
