Sr Tech Support Officer

Job description

**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. (\\*\\*Edit Needed)