Job Description

Job Description About Us Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem. Description Our Mobility Technical Support Experts help connect our customers everywhere they live and work. In your role you will own our customer experience from any location you choose. This is where you will work through technical issues with customer’s personal or business devices from smartphones to wearables and how they connect to our network. You will take on complex issues ranging from simple device settings education to understanding the various connection issues that our customers face using our wireless network. Your day will be spent uncovering those issues, diagnosing the problem and fully resolving the customers issues allowing them to get back to what they enjoy. Using our technical tools and extensive continuous training we will equip you to understand the customers issues. You will help us uncover opportunities at times with your critical thinking skills as they develop and be a part of the resolution creation. All of this will be accomplished with someone who has strong communication and technical skills who can translate what a customer is experiencing into the technical issue and resolving the problem the first time they interact with the customer. You should be able to: Assess the problem and perform initial trouble-shooting steps using input from multiple monitoring tools, databases and customers to resolve on first call and prevent problem from recurring. Responsible for using a suite of technical applications with high proficiency using Windows OS, Office, IOS & Android.Supported Microsoft Office applications: Outlook, Word, Excel, PowerPoint Google Apps: Gmail, Google Drive Remote access technologies (VPN, ZOOM) Backup technologies: Google Drive Reset passwords, basic troubleshooting of Hotspots, review standard & proprietary applications. Review and provide solutions to Cloud or local storage issues and restore settings and retrieve files and data. Review networks issues including IP network security, authentication, certificates, remote access, network access controls and network management. Able to interact directly with customers throughout the day in a back-to-back calls environment being able to communicate effectively to explain the solution and guide the client into resolving the technical issues. Continually identify and propose new ideas for improving department effectiveness. Inform peers of any software or hardware fixes learned by documenting the symptoms and relevant fixes. Keep all staff informed of any perceived trends, positive or negative, in calls being received and/or solutions being deployed. Perform in a fast-paced environment with strong emotional skills when dealing with upset or frustrated customers. Qualified candidates must meet the following requirements for the position:Minimum 3 years of experience. Advanced Bilingual Spanish and English language conversational skills - Interact seamlessly with business and consumer customers all across the U.S. with advanced English fluency and comprehension. Previous experience performed Service Desk L1 or L1.5 for Telecom services & devices including: Basic knowledge of information technology application platforms, storage, cloud, wireless and networking. Preferred experience utilizing common Service Desk tools (search engines, resource libraries) to gather critical information needed to resolve issues and inquires. Basic desktop, laptop & Device hardware knowledge Education Requirements: Associate Degree in Computer Information Systems or technical education equivalent in Computer Science Priority consideration will be given to those with robotics (RPA), coding, sql machine learning, and AI. Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.