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Communication and Customer Service Skills
Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues
Display Ownership and accountabilityQuickly build trust and confidence with customer
Own and resolve customer issues efficiently, effectively and empatheticallyExcellent comprehension and articulation skills
Excellent communication skills verbal and written
Demonstrate positive attitudeWillingness to learn and open to feedback
Helpful
Patience and perseveranceAnalytical and Problem-solving skills
Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues, to resolve customer issues
Problem solving skills and quick thinking to own & resolve customers' issues independently, thoroughly & efficiently
Able to identify sales opportunities and upselling
Time Management Skills
Being proactive and show the utmost respect for customer's time
Good time management, ensuring all contacts with customers add value
Ability to Multitask
Computer skills
General support knowledge of Operating systems across various platforms, general productivity applications like MS Word, MS Excel, MS PowerPoint, MS Outlook, MS SharePoint, MS OneNote and MS OneDrive, Anyconnect VPN, MDM.
Knowledge on basic concepts of networking.
Familiar with TeamViewer Software.
Mandatory requirement for experienced candidates:
Technical knowledge/expertise to support technical help related queries and troubleshooting.
Technical/troubleshooting knowledge of mobile operating systems (iOS, Android, Windows)
Minimum 1-year experience in a L1 desk / tech support process providing remote support for Laptops / Desktops / Network Issues / MS office products like Windows 10, Bitlocker etc.
Printer Configuration over cloud etc.
Familiar with Windows 10, Windows 11, and MacOS
Familiar with Two-Factor-Authentication and Single-Sign-On technology.
Job duties and responsibilities
Effectively resolve L1 helpdesk queries as per deliverables outlined
Ensure appropriate documentation of the interaction on the customer's account in the prescribed format
Execute transactions as per prescribed guidelines and timelines
Ensure that performance parameters are met to meet SLA targets
Always ensure customer/user confidentiality and data protection
Education:Degree in Information Technologies
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Infosys Malaysia Sdn Bhd, popularly known as Infosys Malaysia, is a global business and technology consultancy and a subsidiary of Bangalore-based Infosys Technologies Ltd. (NASDAQ: INFY).
Working with us provides you access to our pool of exceptionally high quality engineering talent.
Infosys Malaysia can also help you reduce operational risk by diversifying your operations away from just one country.
Malaysia BPO center is located in Petaling Jaya; the vision is to become a one-stop shop supporting multiple languages and processes to complement our delivery centers.#J-18808-Ljbffr