Service Desk Associate | BGC, Taguig

Infosys BPM Philippines; Taguig; On-site; PHP 420,000 - 680,000; Full time

Job summary

Infosys BPM Philippines in Taguig is seeking a Customer Support Associate to provide 1st level technical and customer support via calls, chat and email, following SOPs to restore services and fulfill requests. You will analyze issues, coordinate with cross-functional teams, and drive resolutions while meeting KPIs and SLAs.

This role is 100% onsite with potential night shifts, weekends, and shift rotations.

Qualifications

• Strong communication and customer service skills.
• Analytical and problem-solving abilities.
• Ability to follow systematic troubleshooting approaches.

Responsibilities

• Assist customers primarily through calls, with email and chat depending on program needs.
• Provide 1st level technical support and service restoration to ensure maximum availability of information systems.
• Coordinate with cross-functional teams and support leads in training, reviews, and escalation handling.
• Meet program-specific KPIs and SLAs while following established processes and SOPs.

Skills

Strong communication

Customer service

Analytical problem solving

Troubleshooting approach

Job description

Overview of the role but not limited to:

• Assist customers primarily through calls, with email and chat support depending on program and business needs, and provide timely and appropriate resolutions following established SOPs.
• Provide 1st level technical support, service restoration, service request fulfillment, and technical assistance to ensure maximum availability and performance of information systems.
• Apply a systematic, disciplined, and analytical approach to problem-solving while executing transactions within prescribed timelines.
• Perform initial analysis of issues, provide inputs for problem management, and leverage best-effort methods to resolve technical concerns.
• Coordinate with cross-functional teams and support team leads in training, reviews, and escalation handling.
• Perform research and due diligence to resolve issues and provide appropriate solutions based on customer needs.
• Meet program-specific KPIs and SLAs while adhering to established processes, policies, and procedures.
• Perform assigned tasks and ad-hoc responsibilities based on business needs.

We would gladly accept all applications, but we DO NOT offer any roles for a permanent Work-From-Home setup, hybrid work setup, fixed dayshift schedules, fixed working schedules, fixed weekends off or pure non-voice. If any of the outlined instances may happen, this is based on internal business decision with certain requirements.

Our office is located at 19F BGC Corporate Centre, 11th Avenue cor. 30th Street Fort Bonifacio, Taguig City, Philippines.

Requirements:

• Strong communication and customer service skills.
• Strong analytical and problem-solving skills.
• Ability to follow systematic and structured troubleshooting approaches.
• Ability to work effectively with cross-functional teams.
• Customer-focused, solution-oriented, and committed to meeting KPIs and SLAs.
• Willing to work 100% onsite.
• Willing to work on night shifts, shifting schedules, weekends, holidays, and split offs as necessary.

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.