Technical Support

Company Description

Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis’ Front2Back™ Transformation approach. Front2Back™ uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers.

Mphasis’ Service Transformation approach helps ‘shrink the core’ through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis’ core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.

Job Description

Key Responsibilities:

Successfully resolve technical issues (hardware and software) from incoming customers´ calls.

Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options.

Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.

Evaluate unique or complex installations or configurations and make recommendations for resolution.

Articulate clearly in writing and verbally.

Engage team members for support as required to ensure internal or external business and end users/clients SLA demands are met.

Analyze data (root cause analysis). Propose Improvement Plans and follow up on Actions.

Comply with all the Quality Audits parameters.

Follow the process instructions for each company and region.

Comply with all Key Performance Indicators (KPI’s).

Utilize your technical expertise to document, troubleshoot, resolve, or diagnose product issues from incoming internal or external customers via telephone and e-support.

Requirements & Qualifications:

Customer Oriented

Ability to negotiate and persuade customers of the best action plans

Excellent English:  verbal and written communication skills. (90% or higher)

Technical troubleshooting skills

Customer Service and people skills

Full Schedule Flexibility.

Analytical and problem-solving skills

Experience on logical troubleshooting

Advanced proficiency with case management.

At least 1 year of experience troubleshooting in a technical environment.

Qualifications

Additional Information

Hybrid Position

650,000 Colones per Month Gross Salary