Hiring For International Voice Process
- Infosys
- 2 - 5 years
- Bengaluru
- 4 years ago
- Email to a friend
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Job Description
INFOSYS BPM Ltd. Hiring for International Voice Process - Technical Support, Bangalore
As a precautionary measure for COVID-19, we encourage you to attend interview through Telephonic / Skype / WebEx, Video call. Along with CV, kindly share your contact details, Skype ID and availability for interview.
Job Description:
Job Location: Bangalore
Qualification: Engineering Graduate/ B.Sc. Computer Science / or Graduate with any technical degree/ diploma required.
Shifts: Flexible for 24/7 shifts
Experience: 2 to 5 Yrs.
Position Summary:
- Provide 1st level technical support, service restoration, fulfillment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems.
- Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Executes transactions as per prescribed timelines.
- Provide 1st measure analysis of issues and inputs for problem management. Leverages best effort method for issue resolution through cross functional coordination and support team lead in training, reviews and escalation handling.
Roles & Responsibilities:
- To improve user confidence in the areas of computer hardware & software, applications, being empathetic to a variety of new and experienced learners needs.
- Help to implement and improve processes and procedures within the team allowing strong service focused deliverables.
- Actively troubleshoot to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.
- To participate in an on call rota, providing a 24 hours, first line support service to users.
- To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e-mail.
- Update incidents with detailed and relevant information in a timely and effective manner
- Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution
- Escalate an incident or troubleshoot tickets according to the company escalation processes
- Ensure Customer Service Level Agreements are met or exceeded
- Respond to customer enquiries in a timely and efficient manner
- Ensure appropriate documentation of the interaction on the customers account in the prescribed format
- Execute transactions as per prescribed guidelines and timelines
- Ensure customer/user confidentiality and data protection at all times.
Required skill set:
- Min. 24 months work experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.
- Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite
- Intermediate knowledge of T/S Small Forms (iOS, Android, Windows)
- Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.
- Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions
- Intermediate knowledge of Network collaborations & VPN T/S
- Basic networking knowledge.
Additional Preferred skills:
- PBX Administration Avaya or similar
- Anti-Virus & IT Security best practices implementation & administration
- Process compliance Knowledge of the ITIL Framework
- Knowledge of McAfee products
Time Management Skills:
- Being proactive and show the utmost respect for customers time
- Good time management, ensuring all contacts with customers add value
- Ability to Multitask
Communication & Relationships Skills:
- To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web tickets, chat and e-mail.
- Offering advice to end users on all IT related areas. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.
Skills & Knowledge:
- Communicate at all levels
- Ability to work across organizational and professional boundaries
- Excellent verbal and written communication skills
- High level of interpersonal skills, including active listening and understanding
- Good organizational skills and ability to prioritize workloads.
- Work to tight deadlines / service levels
- Business etiquette
- Broad knowledge of IT products, services and terminology.
If interested, kindly share your updated resume along with below details to he****a@in****s.com
Full Name:
Total Experience:
Relevant Experience:
Comfortable for 24*7 shift:
Current CTC:
Expected CTC:
Notice Period:
Current Location:
Re-location to Bangalore (if-any):
Job Classification
Industry: BPO, Call Centre, ITeSFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Training
Role: Training
Employement Type: Full time
Education
Under Graduation: B.Sc in Any Specialization, B.Tech/B.E. in Any SpecializationPost Graduation: M.Tech in Any Specialization
Doctorate: Doctorate Not Required
Contact Details:
Company: InfosysAddress: BANGALORE, Karnataka, India
Location(s): Bengaluru
Keyskills: Technical Support Technical Voice Process International Voice Tech Support Voice Support
Infosys
Founded in 1976, HCL Infosystems Ltd has established itself as Indias premier hardware, services and ICT systems integration company offering a wide spectrum of products which include - Computing, Storage, Networking, Security, Telecom, Imaging and Retail. Over the years, we have developed specializ...
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