Senior Technical Process Executive

Job Description

Sr. Technical Process Executive  
San Jose, Costa Rica 

Technical Process Executive is responsible managing one or more customer service or service desk functions. Acting as a first point of contact to support service users and customers reporting issues, requesting information, access or other services. Delivering customer service through multiple channels including human, Voice digital, self- service and automated.

Responsibilities:

• Attend to service desk calls on technical/process related issues to provide support/assistance to customers and log incidents for tracking and escalate to Level 2 & 3 support as appropriate
• Raise tickets, if necessary, acknowledge and resolve minor tickets/service requests to ensure adequate support per the SLA
• Communicate and provide regular updates to stakeholders, escalate, alert issues to the next level if required to get faster/further assistance for resolving the issue

Basic Qualifications:

• High School Diploma or GED equivalent
• At least 1 year of experience in call center/contact center environment in a technical support position
  
   

Preferred Qualifications:

• Strong command in English Language, C1 minimum
• Experience of Microsoft Office 365, Bit Locker, Active Directory, Laptop/Desktop troubleshooting and VPN installation
• Customer Focused: Having a passion to provide an exceptional service to clients by exceeding expectations
• Proficiency with technology and how to apply it to solve problems
• Confident telephone manner with strong communication skills
• Positive attitude to every situation, being proactive both in thought and action
• Integrity: Ability to handle confidential information displaying values that enable decisions to be made in fair and honest manner
• Quick Thinker: Having the ability to interpret and respond to information using logical thinking to provide and appropriate and timely response
• Team Player: Resourceful with the ability to work collaboratively with leaders and the wider team
• Strong Attendance, performance and adherence to policies are essential for this role

Who We Are
Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company’s integrated IT and approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements,  ,  , and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.
Infosys BPM has 45 delivery centers in 16 countries spread across 5 continents, with 56,541 employees from 107 nationalities, as of December, 2023.
The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company’s senior leaders contribute widely to industry forums as BPM strategists.
EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/National Origin