About the Company

mphasis is a global digital solutions provider that enables businesses to transform and thrive in the digital era. They offer a comprehensive suite of services across cloud, data, AI, and cybersecurity, helping clients reimagine their businesses and achieve sustainable growth. The company is committed to innovation and customer success.

Job Description

This role is for a “Tr. Customer Support Representative – Mobile Support” at Level 1 within the Operations department, reporting to a Team Leader. The position focuses on providing essential day-to-day operational support to customers through various channels including inbound calls, live chats, emails, and portal activities. The ideal candidate will be adept at problem-solving and multitasking, while consistently delivering exceptional customer service and ensuring high levels of customer satisfaction. This is a junior-level position, suitable for individuals with little to no prior experience in a domestic BPO setting, with 0-6 months of experience being preferred. A fair understanding of Android and iOS phones is beneficial. The role requires a commitment to working US shift hours, which will fall between 6 PM and 6 AM India time, including Indian holidays. Computer literacy is essential. While not mandatory, prior experience with ticketing systems like ServiceNow, Maximo, or Remedy is considered an advantage. The minimum educational requirement is a High School pass with excellent communication skills, with BSc, B.Com, BA, or Diploma holders (12+3 years of education) also being encouraged to apply. The position necessitates working from the office for training and the role itself. Candidates must be prepared for a 24×7 operational environment with rotational shifts. While Work From Home is at the company’s discretion, it requires a reliable and fast WiFi connection, a safe and suitable home work environment, and the ability to connect via video for training and discussions. Adherence to allocated break and lunch timings is also expected.

Responsibilities

• Provide day-to-day operational customer service via inbound calls, live chats, emails, and portal activities.
• Process service orders, respond to inquiries, troubleshoot basic mobile phone issues, and maintain customer account information.
• Collaborate effectively with team members, keeping them informed of issue statuses through provided communication tools.
• Meet and strive to exceed schedule adherence guidelines, including login times, break durations, availability, and on-call handling time.
• Demonstrate reliable attendance and be available at the start of scheduled shifts to minimize team stress.
• Complete assigned tasks accurately and within the required customer Service Level Agreements (SLAs).
• Utilize available resources to manage transactions and escalate issues appropriately when necessary.
• Effectively manage personal and customer support inboxes, responding promptly to end-user requests according to service standards.
• Develop and maintain a comprehensive understanding of account goals and processes by retaining information, asking questions, and understanding SLAs and account expectations.
• Exhibit professional, positive, and courteous phone etiquette.
• Resolve caller issues accurately and efficiently to reduce the need for follow-up calls.
• Understand and proactively address user concerns by identifying the root cause of issues.

Qualifications

• High School pass with Excellent Communication skills.
• BSc, B.Com, BA, or Diploma holders (12+3 years of education).
• Freshers or candidates with domestic BPO experience (0-6 months experience preferred).
• Fair understanding of Android and iOS phones is preferred.
• Computer literate.
• Ready to work in US shift hours (9-hour work window between 6 PM and 6 AM India time) and on Indian Holidays.
• Ready to work in a 24×7 environment with rotational shifts.
• Should have a reliable and fast WiFi connection at home (if Work From Home is approved).
• Should be ready to connect via video during training and 1 on 1 discussions.
• Should have a safe and suitable work environment at home (if Work From Home is approved).
• Ability to work as per allocated break/lunch timings.

Skills

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Other Information

The selection process includes a V&A Assessment followed by an Interview. Candidates must be prepared for video conferencing during training and one-on-one discussions. If Work From Home is approved, candidates need to ensure they have a reliable and fast WiFi connection, and a safe and suitable work environment at home. Employees will need to adhere to allocated break/lunch timings.

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