Mphasis Recruits Freshers

Technical Support Associate / Sr. Technical Support Associate


Job Description

Responsible for ensuring timely process through which problems are controlled. This includes problem recognition, research, isolation, resolution, and follow-up steps. The Help Desk agent is able to resolve problems immediately, typically using the Knowledge Base and other Helpdesk tools. The Help Desk agent may provide guidance/training for less experienced personnel.

Desired Profile

Strong written and verbal English communication skills.
Working knowledge of desktop PC and peripheral devices.
Proven understanding of network protocols, hardware and Network E-Mail Systems. (Exchange & Outlook).
Proven understanding of Windows OS (XP/2000/ NT) in a network environment
Proven knowledge in Word Processing, Spreadsheet and Database Software packages.
Customer support experience required.
Flexibility in work schedule and processes.
Professional customer service skills and a positive attitude required.
Possess analytical problem solving skills.
Good time management skills
Ability to handle difficult or irate customers
Ability to respond to and resolve customer inquiries
Ability to listen effectively
Ability to follow procedural guidelines to respond to and/or research customer questions
Ability to work in a team environment
Ability to diagnose and resolve customer problems via the telephone
Ability to multitask and adapt to constantly changing environment.

Experience 0 - 5 Years

Industry Type BPO/ITES /CRM/Transcription

Functional Area ITES/BPO/KPO, Customer Service, Ops.

Location Mumbai

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