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Process Specialist

0.00 to 1.00 Years   Pune   15 Jun, 2023
Infosys Limited
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

    Transition Coordination Process definition & documentationProcess & SLA ComplianceCustomer Interaction Escalation managementKnowledge ManagementIdentify Process Re-engineering/transformational opportunities and participate in the initiativesProvide support to TL in engagement activities like training, logistics, acting as SPOC, etc. Provide advance level technical support, service restoration, fulfillment of service request and advice to users ensuring maximum availability, performance and utilization of knowledge and information systems.Provide inputs for Problem management by leveraging best effort method for issue resolution through cross functional coordination and support team lead in training, reviews and escalation handlingOwn and provide recommendations for knowledge management by periodically reviewing knowledge articles and their usage. Classifying public, private, obsolete and restricted knowledge articles.Supports the team lead in identifying and developing training needs and contents, reviews and escalation with the objective to meet the SLA targets for the specific process within guidelines, policies and norms of Infosys.Supports the Customer Service agents by handling escalated tickets and coach them to improve their user handling skills General Knowledge & SkillsGood analytical ability and excellent communication skillsAn eye for detail to determine the root cause of an issue, to identify methods to avoid repeat contactsAnalytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issuesAbility to identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projectsComfortable in engaging the client on discussion about current performance and improvement ideasExperienced in a coaching roleDisplays superb customer service skills and capabilities Location - PuneShifts - Night shifts onlyWork from Office,

Keyskills :
sapslacustomer relationsqualityreportingcross functional coordinationroot causetraining needscustomer serviceissue resolutiontechnical supportproblem managementanalytical abilityprocess definitionprocess improvementknowledge managementcomm

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