CommunityJobsAdviceEventsReviewsFor EmployersFor ClientsCoach Connect
CommunityJobsAdviceEvents
JOB SEARCH

Tech Support Engineer

Infosys

2.7

(23)

Mexico City, Mexico

Why you should apply for a job to Infosys:

  • 4.2/5 in supportive management
  • 57% say women are treated fairly and equally to men
    • Ratings are based on anonymous reviews by Fairygodboss members.
  • Our STEM education and maker movement programs enable you to support a more equitable digital society
  • At Infosys, our D&I charter draws inspiration from our values and is contained in the first tenet of our Code of Conduct and Ethics.
  • At Infosys, we nurture that spirit with technology that can inspire you to not just ask ‘what next’, but actually help you to build it.

    • #148439BR

    Position summary

    on protocols.

    • User Experience: Deliver a professional and consistent user experience by adhering to approved scripts, knowledge base articles, and quality standards.

    • Knowledge Contribution: Actively contribute to the improvement of existing scripts and knowledge base articles to enhance service efficiency.

    • Operational Coverage: Maintain operational coverage as defined in the Hours of Coverage section, ensuring continuity of service during agreed support windows and implementing real-time operational adjustments based on volume forecasts and peak demand.

    • Procedures Manual: Develop and appropriately update and maintain a Procedures Manual, subject to client's approval. Implement necessary changes or additions to the Procedures Manual identified by client that it deems appropriate.

    • Primary responsibilities Key attributes/skills Scope & autonomy

      • Provide floor support; improve KB/scripts; validate escalations; coach L1 analysts; support Procedures Manual updates.

      • Deep process knowledge; coaching skills; documentation and KB authoring proficiency.

      • Guides team; approves justified deviations from scripts; recommends SOP updates.

    Why you should apply for a job to Infosys:

  • 4.2/5 in supportive management
  • 57% say women are treated fairly and equally to men
    • Ratings are based on anonymous reviews by Fairygodboss members.
  • Our STEM education and maker movement programs enable you to support a more equitable digital society
  • At Infosys, our D&I charter draws inspiration from our values and is contained in the first tenet of our Code of Conduct and Ethics.
  • At Infosys, we nurture that spirit with technology that can inspire you to not just ask ‘what next’, but actually help you to build it.