Job Description

Role: Technical Support – ITO/SD

Location: Pune/Mangalore

Who are we looking for?

Graduate individuals with excellent Analytical, Reasoning and Communication skills with minimum 1 year of experience in BPO/ ITO /SD industry

Analytical skills

Technical Skills:

Excellent Analytical, Reasoning Skill

Excellent Business Communication

MS Office, Excel, PPT - Intermediate

Avaya/Phone Operating skills – Intermediate

Identify and diagnose issues and problems

Support problem identification

Monitor issues from start to resolution

Escalate, if needed, unresolved problems to a higher level of support

Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services

Dashboard monitoring, SLA monitoring on jobs, Task monitor, restarts on failures

Active listening and probing skills

Basic knowledge of Insurance

Process Skills:

Respond to customer queries via inbound/outbound calls and emails within defined SLA’s

Record interaction using client system with proper classification

Refer Knowledge base and perform task as per defined process

Follow up and closure of interactions to ensure customer satisfaction

Passionate about customer service

Comfortable with Rotational shifts, extended working hours and weekly offs.

Candidate should clear the V&A and online typing tests

Behavioral Skills:

Positive energy

Positive attitude

Self- learner

Qualification:

Any Graduate

Knowledge of SQL is a plus, not required

What’s in for you?

At Mphasis, we promise you the perfect opportunity of building technical excellence, understand business performance and nuances, be abreast with the latest happenings in technology world and enjoy a satisfying work life balance.

With the current opportunity, you will get to work with the team that has consistently been setting benchmarks for other deliveries in terms of delivery high CSATs, project completion on time and being one of the best teams to work for in the organization.

You get an open and transparent culture along with freedom to experimentation and innovation

Who are we?

Mphasis is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO) and Infrastructure services globally through a combination of technology knowhow, domain and process expertise. Over the years we have left an indelible impression in the IT solutions domain with an impressive clientele and an extensive global presence. The accolades we have been garnering can be attributed to our undeterred focus in delivering quality solutions across verticals that meet the challenging requirements of our esteemed customers. Our integrated solutions offering is aimed at creating value for our customers, helping them in improving their business processes with minimum hassles and capital outlays.

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