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Hiring applicants for Senior Technical Process Executive

3.00 to 4.00 Years   Pune   16 May, 2022
Infosys Limited
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaOperations Management / Process Analysis
EmploymentTypeFull-time

Job Description

    Agent L1 helpdesk Execute transactions as per prescribed guidelines and timelines. Follow predefined procedures with the objective to meet performance parameters. Effectively resolve L1 helpdesk queries as per deliverables outlined Ensure appropriate documentation of the interaction on the customer s account in the prescribed format Execute transactions as per prescribed guidelines and timelines Ensure that performance parameters are met to meet SLA targets Ensure customer/user confidentiality and data protection at all times Mandatory requirement for experienced candidates: Technical knowledge/expertise to support technical help related queries and trouble shooting. Technical/troubleshooting knowledge of mobile operating systems (iOS, Andrioid, Windows) Minimum 1 year experience in a L1 helpdesk / tech support process providing remote support for Laptops / Desktops / LAN Issues / Printer Configuration etc. Communication and Customer Service Skills Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues Display Ownership and accountability o Quickly build trust and confidence with customer o Own and resolve customer issues efficiently, effectively and empathetically Excellent comprehension and articulation skills Excellent communication skills verbal and written Demonstrate positive attitude o Willingness to learn and open to feedback o Helpful o Patience and perseverance Analytical and Problem solving skills Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues, to resolve customer issues Problem solving skills and quick thinking to own & resolve customers issues independently, thoroughly & efficiently Able to identify sales opportunities and upselling Time Management Skills Being proactive and show the utmost respect for customer s time Good time management, ensuring all contacts with customers add value Ability to Multitask Computer skills Excellent PC and data entry skills General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc Knowledge on basic concepts of networking. Working knowledge of MS Office,

Keyskills :
customer relationssalesinsurancequalityslams officedata entryms outlookroot causelotus notesremote support

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