Technical Support Associate

Tech Mahindra; Dallas (TX); Ibrido; USD 18.000 - 26.000; Tempo pieno

Vantaggi offerti da questo lavoro

Hybrid work (1 day in office, 4 days/5

Descrizione del lavoro

Tech Mahindra is seeking a Service Desk professional with 12-18 months of experience for a Hybrid role (1 day in office, 4 days remote) in Dallas. The position pays $16.00 per hour USD and includes benefits.

Core duties include Tier 1 support, incident handling, and first-line troubleshooting for enterprise IT applications. Candidate should excel in customer service and communication, be willing to work a 24/7 shift pattern, and have familiarity with ServiceNow and ITIL practices.

Competenze

• 12-18 months of Service Desk experience.
• Excellent customer service and phone skills.
• Strong written and verbal communication.
• Experience with Enterprise IT applications.
• Familiarity with ServiceNow.
• Understanding of ITIL practices.
• Willingness to work in a 24/7 environment.

Mansioni

• Deliver a Tier 1 support service via the Service Desk from multiple channels (phone, web, chat).
• Troubleshoot to identify, assess, record, resolve, and/or escalate incidents and service requests within SLAs.
• Ensure Customer Service Level Agreements are met or exceeded.
• Respond to customer inquiries in a timely and efficient manner.
• Document interactions on the customer's account using prescribed formats.
• Perform transactions per guidelines and timelines while maintaining data privacy.

Conoscenze

Customer service

Communication skills

Tier 1 support

ITIL practices

24/7 environment

Strumenti

ServiceNow

Descrizione del lavoro

Work Mode: Hybrid (1 day office, 4 days home)

Pay rate - $16.00/HR USD and Benefits

Job details:

Seeking a professional with a minimum of 12-18 months of Service Desk experience. Ideal applicants have the following qualifications and experience.

Possible career progression for right candidates.

Qualifications:

• Excellent Customer Service/Phone Skills
• Excellent Communication Skills - both written and verbal
• Tier 1 support for Enterprise/IT applications
• Experience of working within ServiceNow
• Understanding of ITIL practices
• Willingness to work in a 24/7 environment.

Responsibilities:

• To deliver a Tier 1 support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web, and chat.
• Actively troubleshoot to identify, assess, record, resolve and/or escape incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.
• Ensure Customer Service Level Agreements are met or exceeded.
• Respond to customer enquiries in a timely and efficient manner.
• Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format.
• Execute transactions as per prescribed guidelines and timelines.
• Ensure customer/user confidentiality and data protection at all times.

Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations. Reasonable accommodations also are available in the hiring process for applicants with disabilities. Candidates can request a reasonable accommodation by contacting the company ADA Coordinator at [e-mail]

We do not use artificial intelligence (AI) to screen, assess, or select applicants for this position. This is a new position.