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Company DescriptionMphasis applies next-generation technology to help enterprises transform businesses globally.Customer centricity is foundational to Mphasis and is reflected in the Mphasis' Front2Back Transformation approach.Front2Back uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers.Job Description*Who are we looking for?*- Effective Business Communication- Communication in neutral accent over phone- Operating the computer, OS and Knowledge base navigation- Use of Ticketing tool- MS Office- Account Management / Password reset- Active listening and probing skills- Level 1 and 1.5 technical troubleshooting- Analytical skills- Remote desktop skills- Expert in analytical skills- Coaching skills- SLA Management- Operational knowledge of contact center platform and ITSM tool- Performance Management skills- Conflict management skills- Presentation skills- Training skills**Technical Skills**:- Client Technical Service Awareness - Advance- Technical Troubleshooting - Retail systems like POS, BO, EMV, KDS, OCS, SOS timers, receipt printers, etc - Advanced- MS Office - Advanced- Relevance and use of technology in companies - Expert- IT End Devices- Advance- Virtual private network (VPN)- Advance- Internet and Intranet - Advance- Windows XP navigation - Expert- Operating the computer - Expert- Technical Troubleshooting - Account Management/password reset - Expert- Technical Troubleshooting - OS - Expert- Technical Troubleshooting - End Devices - Expert- COTS Application - How to and basic triage - Expert- Ticketing Tool - Expert- Amazon Connect - Advance- Remote Desktop - Advance- DMAIC Methodology - Advanced- Client Process Knowledge - Expert- Telephone etiquette - Expert- Customer service skills - Expert- Knowledge Base Navigation Skills - Expert- Analytical skills - Expert- Team Player - Expert- Approachability - Advanced- Dealing with Fairness - Expert- Fostering Team Work - Expert**Process Skills**:- Logging incidents and service requests, categorizing and prioritizing them, and managing their life cycle as per ITIL guidelines.- Update users about request status and close request when users are satisfied with solutions- Remote desktop troubleshooting.Escalate complex incidents / requests to upstream technical groups- Root cause analysis, tracking and reporting of escalation and SLA misses- Supervise and review Service Desk activities- Participate in calibration and collaboration meetings with support function leads- Create, maintain and update account training plan- Provide hands-on assistance to team members in case of issues, both through direct intervention and mentoring- Monitor ticket ageing reports and drive team members to work on ageing tickets- FCR analysis - find out controllable resolution errors that could have been resolved at L1**Behavioral Skills**:- Ability to work with team members with 100% co-ordination.- Ability to adopt change and shape as per technology along with change in project.- Outstanding organizational and time management skills- Ability to multitask and prioritize daily workload- Positive attitude with good communication- Highly motivated and self-learner**Qualification**:- Any Graduate or pursuing last year of Graduation- A+ CertifiedAdditional InformationJob Type Full TimeSalary $30,000 to $35,000Location: Paseo de los Virreyes, Zapopan, Jal.
