Assistant Team Leader - Technical Support / Helpdesk

Asst. Team Leader service desk

Job Title: Technical Support / Helpdesk Designation: Asst. Team Leader Service Desk

Location: Mph-Cybercity Tower 4, Pune, IN

Job Summary: We are seeking a dedicated and knowledgeable Technical Support / Helpdesk professional to join our team as an Assistant Team Leader. The ideal candidate will possess strong product training knowledge and will be responsible for providing exceptional technical support to our clients. This role requires a proactive approach to problem-solving and a commitment to delivering high-quality service.

Responsibilities:

• Provide first-line technical support to clients via phone, email, and chat, ensuring timely resolution of issues.
• Conduct product training sessions for clients and internal staff, ensuring comprehensive understanding of product features and functionalities.
• Develop and maintain training materials, user guides, and FAQs to enhance the customer experience.
• Collaborate with cross-functional teams to identify and resolve product-related issues and improve service delivery.
• Monitor and track support tickets, ensuring all issues are logged and escalated as necessary.
• Assist in the onboarding process for new team members, providing guidance on product knowledge and support procedures.
• Stay updated on product developments and industry trends to provide informed support and training.
• Participate in continuous improvement initiatives to enhance the efficiency and effectiveness of the helpdesk operations.

Mandatory Skills:

• Strong product training knowledge with the ability to convey complex information in an understandable manner.
• Excellent communication and interpersonal skills, with a focus on customer service.
• Proficient in troubleshooting technical issues and providing effective solutions.
• Ability to work collaboratively in a team environment while also being self-motivated.
• Strong organizational skills with the ability to manage multiple tasks and priorities.

Preferred Skills:

• Familiarity with helpdesk software and ticketing systems.
• Experience in a technical support or helpdesk role.
• Knowledge of ITIL best practices.
• Ability to create engaging training materials and presentations.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Relevant certifications in technical support or customer service are a plus.
• Demonstrated ability to learn new technologies quickly and effectively.

If you are passionate about technology and have a strong background in product training, we encourage you to apply for this exciting opportunity to lead our technical support team.

About Mphasis:

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.

Equal Opportunity Employer:

Mphasis is an equal opportunity/affirmative action employer. We provide equal employment opportunities to applicants and existing associates and evaluate qualified candidates without regard to race, gender, national origin, ancestry, age, color, religious creed, marital status, genetic information, sexual orientation, gender identity, gender expression, sex (including pregnancy, breast feeding and related medical conditions), mental or physical disability, medical conditions military and veteran status or any other status or condition protected by applicable federal, state, or local laws, governmental regulations and executive orders. View the EEO in the law poster here, view the EEO in the law supplement here. To view the pay transparency nondiscrimination provision please click here and to view the E-Verify posting click here.
Mphasis is committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of disability to search and apply for a career opportunity, please send an email to accomodationrequest@mphasis.com and let us know your contact information and the nature of your request.