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.
Job DescriptionKey Responsibilities:
Successfully resolve technical issues (hardware and software) from incoming customers´ calls.
Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options.
Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
Evaluate unique or complex installations or configurations and make recommendations for resolution.
Articulate clearly in writing and verbally.
Engage team members for support as required to ensure internal or external business and end users/clients SLA demands are met.
Analyze data (root cause analysis). Propose Improvement Plans and follow up on Actions.
Comply with all the Quality Audits parameters.
Follow the process instructions for each company and region.
Comply with all Key Performance Indicators (KPI’s).
Utilize your technical expertise to document, troubleshoot, resolve, or diagnose product issues from incoming internal or external customers via telephone and e-support.
Requirements & Qualifications:
Customer Oriented
Ability to negotiate and persuade customers of the best action plans
Excellent English: verbal and written communication skills. (90% or higher)
Technical troubleshooting skills
Customer Service and people skills
Full Schedule Flexibility.
Analytical and problem-solving skills
Experience on logical troubleshooting
Advanced proficiency with case management.
At least 1 year of experience troubleshooting in a technical environment.
Additional Information
Hybrid Position
650,000 Colones per Month Gross Salary
Skills Required
- Customer oriented
- Ability to negotiate and persuade customers of the best action plans
- Excellent English verbal and written communication skills (90% or higher)
- Technical troubleshooting skills
- Customer service and people skills
- Full schedule flexibility
- Analytical and problem-solving skills
- Experience on logical troubleshooting
- Advanced proficiency with case management
- At least 1 year of experience troubleshooting in a technical environment
What We Do
Digital Risk, an Mphasis company, is the largest independent provider of Risk, Compliance and Transaction Management solutions for the complex and dynamic financial services market. The individual talents of our thousands of analysts are amplified by the company’s proprietary technology and advanced analytics performed using the Making Mortgages Safe™ solutions suite. These proprietary platforms are the result of the analysis of over $100 billion in mortgage loans. We provide: • Comprehensive platform servicing the entire mortgage life cycle • Best in class patent-pending analytics and business rule and workflow technology • Market leading size and scale • One-stop risk management platform with open architecture and plug-and-play toolset • Platform flexibility facilitating horizontal and vertical expansion • State-of-the-art paperless document management system
