Technical Support Officer

Sr Tech Support Officer

Job Title: Technical Support Officer Designation: Technical Support / Helpdesk

Location: Mph-Cybercity Tower 4, Pune, IN

Job Summary:

The Technical Support Officer will be responsible for providing exceptional technical assistance and support to clients in the insurance sector. This role requires a deep understanding of insurance processes and products, enabling the candidate to effectively troubleshoot issues and deliver solutions that enhance customer satisfaction. The ideal candidate will possess strong communication skills, a customer-centric approach, and the ability to work collaboratively within a team.

Responsibilities:

• Provide first-line technical support to clients, addressing inquiries and resolving issues related to insurance software and applications.
• Diagnose and troubleshoot technical problems, ensuring timely resolution and minimal disruption to client operations.
• Document and track support requests using the helpdesk ticketing system, ensuring accurate and up-to-date records.
• Collaborate with cross-functional teams to escalate complex issues and implement effective solutions.
• Conduct training sessions for clients on software usage and best practices in insurance processes.
• Stay updated on industry trends, software updates, and insurance regulations to provide informed support.
• Assist in the development of user manuals and support documentation to enhance client understanding and usage of products.
• Participate in continuous improvement initiatives to enhance service delivery and client satisfaction.

Mandatory Skills:

• Strong knowledge of insurance products, processes, and regulations.
• Proficient in troubleshooting technical issues related to software applications.
• Excellent verbal and written communication skills, with the ability to convey technical information to non-technical users.
• Strong problem-solving skills and a customer-focused mindset.
• Ability to work effectively in a fast-paced environment and manage multiple priorities.

Preferred Skills:

• Familiarity with helpdesk ticketing systems and remote support tools.
• Experience in training or mentoring clients on technical processes.
• Knowledge of data privacy and security standards in the insurance industry.
• Ability to work collaboratively in a team-oriented environment.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Relevant certifications in technical support or insurance are a plus.
• Demonstrated ability to learn new technologies and adapt to changing environments.

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.