infosys bpm Hiring for Technical Support Role at Bengaluru, Karnataka, India Full Time

Job Description

Job ID/Reference Code PROGEN-External-105174
Work Experience 4 Years and above

Job Title Technical Support Role
Responsibilities • Own and monitor the performance and calibration on team members • Frequent 1:1s with team members to solicit feedback on process inefficiencies or team-related issues • Deliver performance reviews to team members • Own and create performance improvement plans • Communicate vision and strategic vision changes • Track case handling and time management • Review and improve case handling flow • Report weekly according to the KPI performance code calls Own, prepare content, and present reporting for WBR/MBR/QBR Handle all agent scheduling • Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc. • Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues • Handle user/customer escalations and formulate actions to resolve any concerns and ownership till resolution • Regularly formulate and execute internal and external governance • Effectively handle client escalations and formulate actions to resolve any concerns • Work with the operations managers to obtain necessary resources like training and support for the team’s requirements • Conduct quality assessment of agents’ performance and formulate trends for performance improvement of agents & teams • Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets • Familiarize the team with the latest process update and changes, team and individual targets • Identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects
Educational Requirements Graduate
Service Line BPO Service Line

Technical and Professional Requirements: • Experience in managing an IT Service Desk /Technical /Billing Support Process • Advanced support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, PPT etc. • Expertise on the concepts of computer and mobile hardware/ software • Basic knowledge of cloud computing and types of cloud computing • Basic Knowledge of Mail server settings – IMAP , POP and SMTP • Basic Knowledge of Domain Server Concepts like DNS ( Domain Name Server/Domain Naming System) , DKIM and DMARC • Basic Knowledge of SPF (Sender Policy Framework) or SPF records /TXT records, MX records, CNAME • Experience in working on Active Directory • Basic knowledge of Internet Protocols – LDAP (Lightweight Directory Access Protocol ) • Basic knowledge if SSON (Single Sign On) ,API (Application-Programming Interface) • Intermediate knowledge of Prevention of Spam, Phishing and Malware • Able to gather disorganized data into usable knowledge articles
Preferred Skills:
Technology(IBPO)->Enterprise Support Services->SAP L2 Technical Support
Generic Skills:
Technology(IBPO)->Enterprise Support Services->SAP L1 Technical Support

• Location of posting is subject to business requirements