Technical Process Specialist

Infosys

2.7

(23)

San José, Costa Rica

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.
  • #116953BR

    Position summary

    provides training, inputs on process/business to ensure delivery predictability

    • Executes transaction processing to meet quality standards. Conducts QC/QA programs as part of the quality plan to ensure adherence to process steps
    • Handles and helps resolve escalations at the process level to ensure high customer satisfaction
    • Generate reports and other MIS as per the prescribes guidelines
    • Attend to service desk calls on technical/process related issues to provide support/assistance to customers and log incidents for tracking and escalate to Level 2 & 3 support as appropriate
    • Raise tickets, if necessary, acknowledge and resolve minor tickets/service requests to ensure adequate support per the SLA
    • Communicate and provide regular updates to stakeholders, escalate, alert issues to the next level if required to get faster/further assistance for resolving the issue

    Basic Qualifications

    • High School Diploma or GED equivalent
    • At least 3+ year of experience in call center/contact center environment in a technical support specialist position

    Preferred Qualifications:

    • Strong command in English Language, C1 minimum

    • Strong command on Quality programs that is needed for call center/contact center environment

    • Experience of Microsoft Office 365, Bit Locker, Active Directory, Laptop/Desktop troubleshooting and VPN installation

    • Customer Focused: Having a passion to provide an exceptional service to clients by exceeding expectations

    • Proficiency with technology and how to apply it to solve problems

    • Confident telephone manner with strong communication skills

    • Positive attitude to every situation, being proactive both in thought and action

    • Integrity: Ability to handle confidential information displaying values that enable decisions to be made in fair and honest manner

    • Quick Thinker: Having the ability to interpret and respond to information using logical thinking to provide and appropriate and timely response

    • Team Player: Resourceful with the ability to work collaboratively with leaders and the wider team

    • Strong Attendance, performance and adherence to policies are essential for this role

    About Us

    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 45 delivery centers in 16 countries spread across 5 continents, with 56,541 employees from 107 nationalities, as of December, 2023.
    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/Nationality

    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.

    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.