Service Desk Associate | Alabang, Muntinlupa

Infosys BPM Philippines; Muntinlupa; On-site; PHP 357,000 - 469,000; Full time

Job summary

Infosys BPM Philippines is seeking an onsite Customer Support Associate to handle calls, emails, and chats, providing first-line technical support and prompt issue resolution. You will follow established processes, analyze incidents, and collaborate with cross-functional teams to ensure high service levels.

The role requires a college education, strong communication, and the ability to work in a fast-paced service desk environment, including holidays and weekends as needed.

Qualifications

• Completed at least 4 years of college education.
• Experience in customer service, technical support, service desk, or related support functions is preferred.
• Basic knowledge of Service Desk processes and incident management.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to support customers through calls, emails, chats, and ticketing systems.

Responsibilities

• Provide customer support primarily through calls, and when required, through email and chat channels, ensuring timely and accurate resolution of customer concerns.
• Deliver 1st Level Technical Support, service restoration, fulfillment of service requests, and guidance to users to maximize system availability, performance, and utilization.
• Follow a systematic, disciplined, and analytical approach to troubleshooting and problem resolution while adhering to established procedures and timelines.
• Perform initial analysis of incidents and provide inputs for problem management activities.
• Leverage available resources and collaborate with cross-functional teams to achieve effective issue resolution.
• Conduct research and due diligence to resolve customer concerns, educate clients on products and services, and identify opportunities to address customer needs.
• Meet program-specific KPIs and SLAs to support customer satisfaction and operational success.
• Adhere to client-specific and organizational processes, policies, and procedures.

Skills

Customer service

Technical support

Service desk

Analytical

Problem solving

Communication

Ticketing system

Education

College degree

Tools

Ticketing system

Job description

Be a #KaInfoscion and become an ambassador of our core values - CLIFE+S; Client Value, Leadership by Example, Integrity and Transparency, Fairness, Excellence and Stewardship.

Overview of the role but not limited to:

• Provide customer support primarily through calls, and when required, through email and chat channels, ensuring timely and accurate resolution of customer concerns.
• Deliver 1st Level Technical Support, service restoration, fulfillment of service requests, and guidance to users to maximize system availability, performance, and utilization.
• Follow a systematic, disciplined, and analytical approach to troubleshooting and problem resolution while adhering to established procedures and timelines.
• Perform initial analysis of incidents and provide inputs for problem management activities.
• Leverage available resources and collaborate with cross-functional teams to achieve effective issue resolution.
• Conduct research and due diligence to resolve customer concerns, educate clients on products and services, and identify opportunities to address customer needs.
• Meet program-specific Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to support customer satisfaction and operational success.
• Adhere to client-specific and organizational processes, policies, and procedures.
• Perform assigned tasks and additional responsibilities based on business requirements.

Requirements:

• Completed at least 4 years of college education.
• Experience in customer service, technical support, service desk, or related support functions is preferred.
• Basic knowledge of Service Desk processes and incident management.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to support customers through calls, emails, chats, and ticketing systems.
• Ability to work effectively in a fast-paced and process-driven environment.
• Willing to work onsite in Alabang, Muntinlupa.
• Willing to work on shifting schedules, including holidays and weekends, as required by the business.

Our office is located at 5th Floor Recruitment Hub, Vector II, Northgate Cyberzone, Filinvest Corporate Center, Alabang, Muntinlupa City.

We value Diversity, Equity, and Belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education.