Technical Support Specialist

About the role

Mphasis is seeking a Technical Support Specialist to join its hybrid team. You will be the first point of contact for customers, resolving hardware and software issues while delivering exceptional service. This role supports both internal and external users across a range of products and services.

Key responsibilities

• Successfully resolve technical issues (hardware and software) from incoming customer calls.
• Respond to service, product, technical, and customer‑relations questions regarding features, specifications, repairs, and discontinued products.
• Proactively assist businesses and end users to prevent or reduce problem occurrence.
• Evaluate complex installations or configurations and recommend resolutions.
• Engage team members as needed to meet SLA demands.
• Perform root‑cause analysis, propose improvement plans, and follow up on actions.
• Comply with quality audit parameters, process instructions, and KPI requirements.
• Document, troubleshoot, resolve, or diagnose product issues via telephone and e‑support.

Required profile

• Customer‑oriented with strong negotiation and persuasion abilities.
• Excellent verbal and written English communication (90% or higher).
• Analytical and problem‑solving mindset.
• Full schedule flexibility and ability to work in a hybrid environment.
• At least 1 year of experience troubleshooting in a technical environment.

Required skills

• Technical troubleshooting.
• Logical troubleshooting.
• Advanced case management proficiency.

What we offer

• Hybrid work arrangement.
• Gross salary of 650,000 CRC per month.