Command Center Representative
Company: NTT DATA, Inc.
Posted on: June 6, 2021
Command Center Representative
Scheduling & Account Services is seeking 6 Command Center
Representatives in Draper, UT (Currently will be remote). We would
be open to bi-lingual (Spanish or Portuguese). Most, if not at all,
shifts would be regular business hours supporting our Account
Services team(1st or 2nd shifts).
" Good computer skills to include data entry.
" Must have knowledge of Microsoft Product suite including Outlook,
Word and Excel.
" Must be able to work under the direction of more experienced
Schedule & Dispatch Specialist as well as Management.
" Must be able to respond in a timely manner and prioritize tasks
based on urgency and impact to the business.
" Must have 1-2 years customer service in a related field and
" Must have steady work history.
DESIRED: Knowledge of Oracle/CSI logging systems and other service
delivery applications a plus.
PRINCIPLE DUTIES AND RESPONSIBILITIES:
" Assists with monitoring and balancing the workload of all
assigned corrective maintenance Customer Engineers.
" Manage communications and requests from field engineers through
email and phone calls (more emails & tasks than phone calls).
" Enter data from these communications into corresponding systems
while maintaining a high level of accuracy and efficiency to meet
the 1 hour OLA for all communications throughout prescribed
" Track and respond to all incoming field requests for corrective
" Identify and dispatch available resources based on needed
expertise, customer dynamics and employee skill set to provide
on-site customer support. This includes using the proper escalation
path and notifying the proper Service manager and Director and
other appropriate EMC personnel.
" Orders parts for the Customer Engineers to expedite call
handling. Maintain a basic understanding of account base
information including internal contacts and basic requirements and
procedures for major accounts. Track on-going corrective
maintenance issues on turnover and maintaining continuity.
" Partners with other Schedule & Dispatch Specialists within a
Geography to source and share additional corrective maintenance
resources across the division for effective resource
" Adheres to product specific guidelines, procedures, and best
" Adheres to all administrative policies and escalation procedures.
Uses sound judgment, application of general business principles and
demonstrates initiative in carrying out assigned duties.
" Maintains a current information repository of divisional resource
skills and geographic limitations.
" Responsible for first line of support for Corrective Maintenance
and Account Management CE's.
WORK SCHEDULE REQUIREMENTS:
" Must be available to work at least two shifts (Day, swing; shift
length may vary) to provide 24X7 coverage.
" May be required to work overtime.
" May be required to work Alternative Work Schedule. May be
required to change shift as business dictates.
" Schedules can shift, but not without notice and they typically
stay in the shifts for at least a quarter.
Duration: 6+ months
Location: Draper, UT but will start remote
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.
Keywords: NTT DATA, Inc., Draper , Command Center Representative, Other , Draper, Utah
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