Senior Process Executive

Infosys; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

Una empresa de servicios digitales busca un Especialista de Mesa de Ayuda que sea fluido en español y tenga experiencia en atención al cliente. El candidato será responsable de ofrecer soporte técnico a través de llamadas, chats y correos electrónicos, y deberá trabajar 100% en la oficina. Se requiere al menos un año de experiencia y conocimiento en plataformas de tickets como Service Now.

Formación

• 1 año o más de experiencia como agente de mesa de ayuda.
• Capacidad para trabajar 100% en oficina.
• Experiencia en diagnóstico y resolución de problemas técnicos.

Responsabilidades

• Atiende llamadas, correos electrónicos y chats del servicio de soporte técnico.
• Crea y resuelve incidentes con documentación precisa.
• Sigue procedimientos para cumplir con los SLA establecidos.

Conocimientos

Fluidez en español

Atención al cliente

Uso de plataformas de tickets

Herramientas

Service Now

Active Directory

Descripción del empleo

Overview

Job Title: Service Desk specialist, Spanish fluent – Especialista de mesa de ayuda con espanol fluido

Location: Sur de la Ciudad de México

Job summary: Responsible for providing the first level of telephone, chat, email, self-service/web portal support of hardware, systems, sub-systems and/or applications and infrastructure for users in Spanish. Manages end to end support for Incidents and Service Requests. Answers simple to complex questions about installation, operation, configuration, customization, and usage of assigned products. Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Escalates complex issues to higher level of support. The L1 Analyst is required to support Service Desk clients and the contractual service level through prompt responses, high level customer service and technical first contact support. They are also required to clearly articulate customer requirements and interact with different support teams and third-party service providers.

Mandatory

• Fluent in Spanish, proficient in English.
• 1 year or more of experience as Service Desk agent.
• Experience using a ticketing platform.
• Able to work 100% in office.

Responsibilities

• Attends to service desk calls, emails, chats or self-service tickets on technical / process related issues and provide support / assistance to customers.
• Creates and resolves incidents / service requests with complete and accurate documentation.
• Follows all predefined procedures to meet SLA targets and to ensure that the performance parameters are met.
• Efficiently resolves query/issue as per SOPs. Follows escalation process to L2/L3 for issues not within the scope of support.
• Responds to and resolve customer requests, relating to software, hardware, network operations, applications and infrastructure by providing fast, efficient and friendly customer service.
• Keeps users aware of resolution steps and updates, providing end to end ownership of owned tickets.
• Assists in cross training and communicates quick fixes.
• Creates SOPs or provides knowledge improvement feedback to SMEs.
• Exhibits working knowledge of complaint handling procedures adequate to understand when to escalate matters and to whom.
• Shows basic awareness of the client business and key processes to relate own area of work to client outcomes.
• Shows working knowledge of individual task-oriented BPO business / operations process and tools like Service Now, Active Directory, etc. to comply with defined processes.
• Demonstrates basic understanding of the data elements (transaction level details, SLA parameters at the individual level) required to support timely and accurate processing and reporting.
• Demonstrates basic understanding of performance measures requirements in his/her own area of work to deliver as per expected performance standards.
• Exhibits basic understanding of risk identification principles to identify risks and liabilities associated with his/ her area of work and eliminate the impact.
• Comes up with new ideas to improve his/her own work area, identifies personal learning goals, leverages formal as well as informal learning mechanisms and prioritizes learning. Experiments with new ways in own area of work of doing things; extracts appropriate learning from a failure. Constantly looks at doing things better to enhance own output.
• Seeks to understand customer needs and builds credibility with the customer by providing inputs on solutions. Integrates client feedback and delivers according to agreed specifications and timelines to ensure highest level of client satisfaction. Proactively identifies red flags in own work output and escalates them to the manager for immediate action.
• Structures thoughts, uses simple words and is proficient in the Portuguese and English languages, listens attentively and asks questions to seek clarity for oneself. Communicates with conviction and is confident to share own point of view in team meetings.
• Breaks down the problem into its constituent parts to get a better understanding of issues. Evaluates the available solution options while solving problems.

EEO/About Us

About Us

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

EEO

Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability. Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.

Location Details

Country: Mexico

State / Region / Province: Mexico

Work Location: Mexico City

Interest Group: Infy Mexico

Domain: IT Service Management

Skillset: Process|Maintenance and Production Support process|Support Process - Transition

Company: Infosys Mexico

Role Designation: 232ASRPREX Senior Process Executive