Hybrid Helpdesk Agent

at MFSG

• Job title: Helpdesk Agent
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Associate's Degree
• Tech skills: ITSM
• Location requirements: Hybrid, Hyderabad, India

About the role

• Helpdesk Agent providing IT support for customers at Momentum Financial Services. Handling calls and chats, resolving issues, and maintaining service level agreements.

Responsibilities

• Providing high levels of support for customers.
• Establishing procedures to ensure that all customer issues are addressed accurately and consistently.
• Taking ownership of high priority incidents and escalation.
• Answering questions and/or providing directions related to products and services.
• Planning and scheduling time with all areas of IT support to meet service level agreements.
• Managing call and chat queues to prioritize incoming issues based on business priorities.
• Coordinating with other departments within the organization to resolve customer issues.
• Escalation of critical issues to Application Support teams & Development teams when needed.
• Documentation of all reported issues and activities in the provided ITSM system.
• Maintaining record of all customer chats, calls, complaints, and resolutions for future reference in knowledge-based articles.
• Provide regular updates to the Helpdesk Managers.
• Work collaboratively with IT teams and cross functional business partners, to take advantage of best practice frameworks, methodologies, and service delivery collateral across the organization.
• Serve as a point of contact for escalated tickets.
• Establish trustful relationships with internal and external stakeholders by building collaborative two-way dialogue to ensure strategic alignment and execution against goals and targets.
• Identify opportunities to improve the effectiveness of the team through new working practices or through collaboration and preferred 3rd party vendor partnerships.

Requirements

• Associate degree or bachelor's degree in software engineering, computer science, information technology, information systems, computer engineering, or similar education or work experience.
• ITIL certification or other relevant industry certifications.
• Minimum of 3 years working experience within a helpdesk call center or IT Service Delivery arena.
• Experience with customer facing IT systems with complex back-office system integrations.
• Broad knowledge in all areas of IT Operations (Networking, telecom, infrastructure, security, desktop support)
• Building and managing key relationships with internal and external business partners.
• Ability to demonstrate resilience and pragmatism in the face of a challenging and continually changing environment.
• Functional knowledge of financial instruments and language such as Installment Loans, Payday Loans, Checks, and industry domains such as loans, underwriting, collections, call center, Fraud, etc.

Benefits

• Comprehensive Medical Coverage
• Provident Fund Contribution
• Performance-Based Incentives
• Bucketlist Rewards Platform
• Culture of Appreciation
• Flexible Work Model
• Paid Leave Entitlements
• Continuous Learning Culture
• Career Growth Opportunities
• Collaborative Knowledge Sharing