Technical Support Process Executive Bgc

Job Description Are you ready to make an impact? Join Infosys BPM as an Technical Support Process Executive and jumpstart your career!
Required to support customers in the achievement of prompt response, high level customer service and technical first contact support. They will also be required to assist with managing escalated user issues and creation of updates to process the procedure documentation as required.
Key Responsibilities:
1st Level Technical Support
Respond to and resolve customer requests, in relation to software, hardware and network operations, applications and infrastructure difficulties by providing fast, efficient and friendly customer service.
Ability to resolve problems with or without remote tools
Consistently achieve First Contact Resolution performance metric
Accurately documents tickets
Aware of customer?s time restraints and work within those time limits
Keep customers aware of resolution steps and update, providing end to end ownership of tickets
Provide customers with issue reference numbers and request numbers
Enter all troubleshooting/resolution steps into the trouble ticket
Understanding of SLA requirements for the client
Assist in cross training and communicate quick fixes
Manage time and workload to meet predetermined service levels
Key Requirements:
Bachelor's degree graduate, any field.
Must have at least 18 months BPO/Shared Services experience in doing technical support (preferrably Telco Account).
Working knowledge on ISP and VOIP
Excellent interpersonal, communication and analytical skills.
Ability to multi-task in a fast pace environment and must be willing to work on shifting schedules and be assigned in BGC Taguig
Why Infosys:
Quarterly performance bonus.
Outstanding career development opportunities and fast track career progression.
Enjoy a fair work-life balance.
HMO and Life Insurance for employee and 2 dependents for free.
24 Leaves annually.
Inside the Central Business District area.
Use of Gym, pantry, karaoke room, sleeping quarters and other recreational facilities.
This is an URGENT requirement.? Priority will be given to candidates who can start IMMEDIATELY.
In the wake of the COVID-19 outbreak, we at Infosys BPM is committed in creating safe environments where all candidates feel secured when we process your job application.
A P P L Y?? N O W? ! ! !