Tech Mahindra Work From Home Jobs

Tech Mahindra Work From Home Jobs Tech Mahindra, a leading multinational technology company, offers a variety of job opportunities, including associate technical support roles. These positions are crucial in providing customer support and ensuring seamless technical operations for clients across different sectors. As Tech Mahindra continues to expand its services globally, the demand for skilled professionals in technical support has grown.

Role Overview

An associate technical support job at Tech Mahindra primarily involves troubleshooting technical issues for clients and providing timely resolutions. Associates work as the first point of contact for customers facing technical difficulties. They address problems related to software, hardware, and network systems, ensuring a smooth operational experience for the end user.

Key responsibilities include diagnosing issues, guiding customers through problem-solving steps, and escalating complex cases to higher-level support teams. Associates must have a strong grasp of the technical domain they are supporting, whether it’s telecom, IT services, or another industry. Their goal is to deliver high-quality service that meets client expectations, often under tight deadlines.

Skillset Required

To excel as an associate technical support professional, a candidate needs both technical expertise and customer service skills. A solid understanding of the relevant technical field is essential. For instance, knowledge of operating systems, databases, networking, and system configurations is highly valued. Beyond technical knowledge, strong communication skills are vital, as associates regularly interact with non-technical customers. The ability to explain complex technical concepts in simple terms is a key aspect of the job.

Problem-solving is another critical skill for this role. Associates must quickly identify issues, think on their feet, and provide effective solutions. Furthermore, time management and multitasking abilities are essential, as they often handle multiple queries simultaneously.

Work Environment and Growth Opportunities

Tech Mahindra fosters a dynamic and supportive work environment for its employees. In an associate technical support role, professionals can expect to work in shifts, as the company provides 24/7 support to clients around the world. The job often involves collaborating with a global team, offering exposure to different technologies and industries. This not only enhances technical skills but also broadens employees’ understanding of international business operations.

The company places a strong emphasis on continuous learning and development. Employees in technical support roles have access to training programs and certifications that can help them grow their careers. Many associates use this position as a stepping stone to more advanced roles, such as team leads or technical specialists.

Why Choose Tech Mahindra?

Tech Mahindra is known for its employee-friendly policies, offering competitive salaries, career growth opportunities, and a positive work-life balance. The company’s focus on innovation, diversity, and inclusivity makes it a desirable workplace for individuals looking to build a career in the tech industry. The associate technical support position, in particular, is a great entry point for professionals who want to gain hands-on experience with cutting-edge technology while developing their problem-solving and customer service skills.In conclusion, a career as an associate technical support professional at Tech Mahindra provides an excellent opportunity to develop technical expertise and customer service acumen in a global company that values its workforce.

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Role & Responsibilities

The main responsibility of the role is to resolve billing issues using query-solving techniques while delivering clear and concise information to customers. This includes answering questions related to billing or services, ensuring that the customer understands the resolution and any necessary next steps. Key duties involve managing international inbound customer calls with an emphasis on delivering exceptional service and efficiently resolving inquiries.

Primary Responsibilities:

• Resolving Billing Issues: You will address and solve various billing-related issues, leveraging your query-solving abilities to ensure that all matters are handled efficiently. This requires an understanding of recurring bills, billing cycle changes, due dates, prorate charges, auto-pay, surcharges, service charges, and taxes.
• Answering Customer Questions: Providing accurate information regarding billing or services is an integral part of the role. As a representative, you’ll offer detailed, clear responses that help customers understand their billing concerns.
• Listening and Responding: Active listening is critical. You must pay attention to customer needs, concerns, and feedback, responding in an appropriate and timely manner. This interaction should be professional and geared towards addressing the specific concern raised by the customer.
• Documenting Customer Interactions: As part of the daily routine, you will be required to document every customer interaction accurately and update relevant records in the Customer Relationship Management (CRM) system. This documentation is crucial for ensuring continuity of care, allowing for smooth handovers between team members, and for tracking customer service history.
• Collaboration: Resolving complex issues may require collaboration with other departments or team members. Effective collaboration ensures that customer problems are handled comprehensively and promptly. If a situation extends beyond your area of expertise, working with the appropriate departments is key to ensuring that customers receive the best solutions.

Required Profile

The ideal candidate for this role should meet specific qualifications and demonstrate key skills.

Experience:

• International Voice Experience: A minimum of six months of experience in an international voice process is essential for the role. This experience equips you with the necessary skills to manage conversations with customers from various backgrounds and nationalities, ensuring that you can handle a range of queries effectively.
• Billing Experience: Understanding billing processes is central to this role. You should be familiar with the concept of recurring bills, billing cycle changes, due dates, prorate charges, auto-pay systems, surcharges, service charges, and taxes. Experience resolving customer issues related to billing ensures that you can provide satisfactory solutions to customers.
• Customer Issue Resolution: You should have experience resolving customer issues, particularly in the context of billing, and be able to navigate complex billing systems and regulations.

Skills:

• Communication: The role demands excellent communication skills, both in terms of listening to the customer and articulating responses. Your communication must be clear and effective, ensuring that customers are fully informed and that complex billing issues are explained in a way that customers can understand.
• Clarity of Thought: You should be able to think clearly and articulate your thoughts without confusion. In a fast-paced environment, the ability to explain complex billing issues in a straightforward manner is critical.
• Handling Tough Situations: The role involves dealing with challenging situations, and you should be comfortable handling tough customer interactions with calmness and professionalism. The ability to maintain composure while dealing with difficult customers is an essential aspect of the job.
• Multitasking and Decision-Making: The role requires you to juggle multiple tasks simultaneously. You must have the ability to make fast, independent decisions in high-pressure situations. This means handling customer queries efficiently while balancing other responsibilities like updating records and collaborating with team members.
• Work Environment Flexibility: The position requires working in a 24/7 environment with rotational shifts. You must be comfortable working five days a week in different shifts, including night shifts, and have the flexibility to adjust your schedule based on business needs.

Additional Attributes:

• Customer-Centric Approach: You must adopt a customer-first mindset, ensuring that every decision you make is geared toward providing the best possible service to customers.
• Logical Thinking and Spontaneity: A logical and analytical approach is needed to resolve billing issues. Being spontaneous enough to respond to queries on the fly while maintaining accuracy is critical for this role.
• Timely Responses: Providing timely and professional responses to all customer queries is essential. The faster and more accurately you can address customer concerns, the better the overall customer experience will be.

Perks and Benefits

The role offers several perks and benefits, making it an attractive opportunity for the right candidate.

Cab Facility: The company provides cab services both ways for employees, ensuring convenience in commuting to and from work. This service is available within the transport radius, reducing the stress of travel and ensuring that employees can focus on their work without worrying about transportation.

Growth Opportunities: The company offers immense growth opportunities for employees who demonstrate excellent performance. There is potential for career advancement within the company, providing a pathway for long-term success.

Loyalty Bonus: Employees are eligible for a loyalty bonus of up to INR 20,000. This is an incentive for long-term commitment to the company, rewarding employees for their dedication and service over time.

Interview Process

The selection process for this role involves two primary interview rounds:

1. First Level – UAT/Operations: The first round of the interview process focuses on testing your understanding of the role and your ability to manage operations. This could involve various assessments designed to evaluate your problem-solving abilities, knowledge of billing processes, and your experience handling customer queries. You may also be tested on how well you understand the company’s operations and your role within it.
2. Second Level – Versant: The second round of the interview process involves a Versant test, which evaluates your language proficiency, communication skills, and your ability to understand and respond appropriately in a customer service environment. A minimum score of 60 is required to pass this round, demonstrating your communication and comprehension abilities, which are vital for success in the role.

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