Helpdesk -Process Specialist

Infosys BPM Ltd.; Irving (TX); On-site; USD 42,000 - 56,000; Full time

Job summary

Infosys BPM Ltd. in Irving, TX is seeking a Process Specialist to perform transactions per guidelines and timelines, validate inputs, and support training and escalation resolution to meet SLA targets.

You will handle level 1 triage for reverse logistics, assist with spares management, order maintenance, and system transactions, and provide end-user training and FAQs to improve service quality. Note: Applicants must have work authorization in the U.S. without visa sponsorship.

Qualifications

• High School Diploma or GED Equivalente.
• At least 2 years of experience relating to the job description.

Responsibilities

• Provide level 1 triage services for reverse logistics helpdesk requests.
• Support operational processes such as Spares management, order maintenance, and system transactions.
• Assist customers with RMA requests, issue resolutions, follow up on defective returns, and general support.
• Call Center support during business hours.
• Create FAQs and training documentation for the end user.
• Conduct Info sessions to the business end-user.

Skills

MS Excel

MS Word

Detail-oriented

Adaptability

Pressure handling

Team player

Multitasking

Customer service

Communication skills

Education

High School Diploma or GED

Tools

SAP

Job description

In the role of process specialist, you will execute transactions as per prescribed guidelines and timelines, reviews and validates the inputs from the other team members, support your manager in training activities, daily operations reviews and help in escalation resolution with the objective to meet service level agreement targets for the specific process within the guidelines, policies and norms of Infosys.

Responsibilities

• Provide level 1 triage services for reverse logistics helpdesk requests
• Support operational processes such as Spares management, order maintenance, and system transactions
• Assist customers with RMA requests, issue resolutions, follow up on defective returns, and general support
• Call Center support during business hours
• Create FAQs and training documentation for the end user
• Conduct Info sessions to the business end-user

Qualifications

Basic

• High School Diploma or GED Equivalent
• At least 2 years of experience relating to the job description

Preferred

• Experience in SAP is a plus
• Team player - engages interest and participation of others and has a collaborative approach to working with others
• Self-motivated and able to work well under pressure
• Strong computing skills (MS Excel & MS Word) & confidence in managing multiple systems
• Keen attention to details and accuracy
• Adaptability - Able to change in order to fit in new and different business situations and work assignments.
• Perform well under pressure to meet deadlines
• High attention to detail & prioritization skills
• Focus on continuous improvements, ability to proactively identify opportunities to improve
• Comply with the client's workspace and policies and has multicultural understanding

Note: Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa (H1B or otherwise).

The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face.

Who We Are

Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company’s integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.

Infosys BPM has 42 delivery centers in 14 countries spread across 5 continents, with 60,530 employees from 105 nationalities, as of March, 2026.

The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company’s senior leaders contribute widely to industry forums as BPM strategists.

EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/National Origin

Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.