Service Desk || IT Support – Teleperformance (TP)
Company Overview
Teleperformance (TP) is a global leader in customer experience management. With a strong presence in over 80 countries, TP provides top-notch support services to organizations across various industries, including telecommunications, healthcare, financial services, and technology. The company is dedicated to delivering superior customer service, optimizing processes, and implementing innovative solutions to enhance customer satisfaction.
Job Details
- Job Title: Service Desk || IT Support
- Company: Teleperformance (TP)
- Experience Required: 1 – 5 years
- Salary Range: 3-5 Lacs P.A.
- Location: Hyderabad, Gurugram
- Employment Type: Full Time, Permanent
- Job Category: Voice / Blended
- Openings: 5
- Applicants: 206 (as of the latest update)
- Mode of Work: Work From Office (WFO) only
- Shift Structure: 24*7 rotational shifts with rotational week offs
Job Responsibilities
- Handle and respond to global customers’ IT support requests via multiple communication channels, ensuring a seamless and efficient resolution process.
- Maintain and update customer relationship management (CRM) systems with all requested information appropriately.
- Ensure solid customer relationships by addressing queries, concerns, and complaints professionally and promptly.
- Provide technical support to Teleperformance’s global employees who work from home, resolving their IT-related issues efficiently.
- Log customer interactions into the CRM database, following escalation procedures when necessary to ensure timely issue resolution.
- Track and follow cases to ensure that all technical problems are addressed within the agreed-upon service level agreements (SLAs).
- Provide and maintain strong, professional relationships with all customers and demonstrate empathy during interactions.
- Research the knowledge base to troubleshoot customer problems and address concerns proactively.
- Handle customer complaints according to procedures and log cases appropriately for tracking and resolution.
- Ensure all support calls, emails, and chat inquiries are answered and resolved within the agreed SLAs.
- Provide feedback to superiors regarding new/emerging issues identified and suggest improvements in the IT support process.
- Adapt to feedback and continuously enhance technical skills to improve service efficiency.
- Adhere to Teleperformance’s rules and regulations regarding personal and performance data confidentiality and security.
- Comply with internal and external standards established by the company and regulatory bodies.
- Attend regular training sessions conducted by the client/company to stay updated on the latest IT support methodologies and best practices.
Required Qualifications and Skills
- Educational Qualification: High school diploma or equivalent. A degree in IT or a related field is preferred.
- Experience: Minimum 1-5 years in a technical support role.
- Technical Skills:
- Proficiency in Windows OS, macOS, Chrome OS, and Office applications.
- Knowledge of home VPN technologies.
- Ability to use production tools, phone/mail/chat systems, client tools, and CCMS problem-solving applications.
- Language Proficiency: Fluent in English (C1 level) with strong verbal and written communication skills.
- Computer Skills:
- Ability to operate desktop computers efficiently.
- Proficiency in using the internet and web applications.
- Hands-on experience with Microsoft Office Suite.
- Soft Skills:
- Excellent problem-solving skills with a logical approach to technical issues.
- Strong interpersonal and communication skills to handle global customers professionally.
- High attention to detail with the ability to multitask and meet deadlines.
- Strong troubleshooting abilities to resolve customer issues efficiently.
- Ability to handle customer complaints effectively while maintaining a professional tone.
- Strong work ethics and adherence to company guidelines and protocols.
- Typing Skills:
- Minimum typing speed of 25 words per minute.
- Accuracy of at least 85%.
- Additional Skills:
- Experience working in a technical support department.
- Familiarity with Teleperformance’s systems and tools.
- Prior experience in exceeding performance KPIs within the past 9-12 months.
- No history of written warnings or disciplinary actions in previous roles.
Work Environment and Shift Details
- This is a non-work-from-home (WFO) process, and candidates must be willing to work from the office at all times.
- The process operates on a 24×7 rotational shift structure, meaning employees will be assigned different shifts based on business requirements.
- Rotational week offs will be provided; however, personal preferences for shifts or week-offs will not be entertained.
- The work involves handling global customers, which requires flexibility to work during night shifts, weekends, and public holidays as needed.
Career Growth and Learning Opportunities
- Teleperformance provides comprehensive training programs to enhance employees’ technical and soft skills.
- Employees have access to certification programs that can help them progress in their careers.
- Promotion opportunities are available for high-performing employees who consistently meet performance targets.
- Employees get exposure to global IT support operations, helping them gain industry-relevant experience.
- Continuous learning is encouraged through internal knowledge-sharing sessions and online learning platforms.
Employee Benefits and Perks
- Health Insurance: Comprehensive medical coverage for employees and their families.
- Office Cab/Shuttle Services: Transportation facilities for employees, ensuring safe and convenient commuting.
- Office Gym: Access to on-site fitness facilities to promote employee well-being.
- Job/Soft Skill Training: Employees receive ongoing training to enhance their professional and technical skills.
- Professional Degree Assistance: Financial support for employees looking to pursue further education.
- Cafeteria Facilities: On-site cafeterias offering a variety of meal options for employees.
Why Join Teleperformance?
- Global Exposure: Work with a diverse customer base and gain experience handling international IT support issues.
- Employee-Centric Culture: Teleperformance fosters a supportive and inclusive work environment.
- Innovative Work Environment: Employees work with cutting-edge technologies and industry-leading processes.
- Diverse and Inclusive Workforce: The company values diversity and provides equal employment opportunities to all.
- Strong Career Development: Clear career progression paths for employees aiming for growth and leadership roles.
How to Apply
- Interested candidates can apply by visiting the official Teleperformance website or job portals where the position is listed.
- Applicants must submit an updated resume highlighting relevant experience and skills.
- Shortlisted candidates will be contacted for further assessments, including technical tests and interviews.
Conclusion
Joining Teleperformance as a Service Desk || IT Support professional is a great opportunity for candidates looking to build a career in IT support. With a strong focus on customer satisfaction, innovative technologies, and professional growth, Teleperformance offers a dynamic and rewarding work environment. If you have the required skills and passion for IT support, apply today and become part of a global team dedicated to delivering exceptional customer service.
Company Contact Information Address: 398, Udyog Vihar, Phase-3, Gurgaon, Gurugram, Haryana, India.
Website: Teleperformance Official Website
