Mphasis Limited is hiring for Technical Support Executive
Candidate should be Any Graduate/ Under Graduate with 1+ year of experience in Service Desk/ Voice Process.
Behavioral Skills:
Effective Business Communication skills Communication in neutral accent over phone Operating the computer, OS and Knowledge base navigation Use of Ticketing tool Account Management/ Password reset Active listening and probing skills Level 1 and 1.5 technical troubleshooting Analytical skills Remote desktop skills
Technical Skills:
Real life PC problems - Intermediate Relevance and use of technology in companies - Intermediate IT End Devices - Beginner Virtual private network (VPN) - Beginner Internet and Intranet - Beginner Windows XP navigation - Intermediate Operating the computer- Intermediate
Technical Troubleshooting - Account Management/password reset - Intermediate Technical Troubleshooting - OS - Beginner Technical Troubleshooting - End Devices - Beginner COTS Application - How to and basic triage - Beginner Ticketing Tool - Beginner MS Office - Intermediate Avaya/Phone Operating skills - Beginner`
Process Skills:
Respond to customer queries via inbound calls, emails, chat and web tickets within defined SLAs Record interaction using ticket tool with proper classification Perform account unlock/password reset as per defined process Dispatch tickets to support groups post gathering required information Refer Knowledge base and perform troubleshooting as per defined process Follow up and closure of incidents to ensure customer satisfaction`
Job Location
Pune
Work Experience
1 - 4 Year/s
Educational Qualification
B.Sc, BCA/BCS, B.E./B.Tech
Required Skill Set
Technical Support, Service Desk/ Voice Process, Technical troubleshooting
About Us
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. Mphasis Limited (then, Mphasis BFL Limited) was formed in June 2000 after the merger of the US-based IT consulting company Mphasis Corporation (founded in 1998) and the Indian IT services company BFL Software Limited (founded in 1993).
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. The perfect blend of technical excellence, business performance monitoring, business intelligence and customer experience management is what makes us endearing to our clients.