India Contact Center Specialist

The Contact Center Specialist-Advanced is to work in partnership with MassMutual Business Partners to support and maintain organizational computer systems, software and peripherals. This includes: 
• evaluates/troubleshoots/coordinates/Resolves complex end-user problems pertaining to all supported hardware and software products. 
• Ensuring our customers receive timely, accurate, world-class service. 
• Proper documentation and support while installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware, software and equipment while assuring optimal performance in order for the customers to meet their business objectives and overcome problems. 
• Troubleshoot problem areas via telephone, chat, in person, or work orders. Providing end-user assistance where and when required. 
• The individual should be able to work weekends, holidays and outside of regular business hours as we operate a 24/7 Contact Center. 
• Great communication and coaching skills for conducting end-user training helping customers understand how to use technology in their practice. 

• Desktop, laptop, and mobile device support – simple and complex
o diagnostic and problem resolution
o hardware and software upgrades and installations
• Interface directly with end-users of technology to resolve issues and provide guidance and best practices on the use of technology to improve their business via phone, chat, email, etc
• Provide consultative and proactive services to end-users, agency technicians, and Home Office partners, on appropriate uses of technology
• Coordinate/support projects under the guidance of organizational leaders and project managers Technical planning for the delivery of current / future technologies
• Work with a continuous improvement mindset, looking for opportunities to suggest practical improvements to existing programs and procedures
• Works with a focus on teamwork and collaboration in order to achieve established goals and objectives
• A working knowledge of VMWare, VDI, Workspace 1, Appsense, Citrix knowledge a plus.
• Customer education and consulting
• Fulfill basic audio-visual support
• Fulfill basic printer support
• Fulfill onboarding, termination and hardware refresh support
• Proactive hardware/software cross training and research
• Able to work shifts that include weekends, overnight and holidays
• Assist with leading the team on areas such as scheduling, technical assistance, call handling evaluations, attendance, etc.

MUST:
• Have the ability to work autonomously and be a key contributor to a team
• Be professional and courteous.
• Continue to grow and develop your professional and technical skill sets.
• Solve problems and take ownership for customers experience.
• Make worthwhile improvements to existing programs, and procedures
• Make practical suggestions for improving work processes in own area
• Work for consensus and contribute to the achievements of work group goals
• Individual typically has at least 2-5 years of related experience and/or
• Associated Technical Certifications or Degree 
• Two plus years customer service team leading experience
• Above average knowledge/proficiency of Microsoft operating systems, applications, tools/utilities. 
• Working knowledge of Mac OSX operating system. 
• Good oral and written communication skills. 
• Proven strong organizational skills, attention to detail and ability to multi-task is required.
• Strong dedication to maintaining professional relationships with all internal and external Business Partners.
• Ability to learn new technologies quickly (both infrastructure and application)
• Ability to work effectively with all organizational levels individually and as part of a team, and to communicate effectively with all levels of management and staff 
• Ability to remain calm under pressure and deal with stress associated with a fast-paced work environment 
• Ability to take the lead on projects and resolve problems when requested or as appropriate, to make sound decisions and take the initiative to proactively resolve issues.
• Flexibility and adaptability to changing situations and shift scheduling. 
• Experience with documenting processes and workflows in ticketing systems such as Service Now. 
• Experience working with vendors on troubleshooting issues

PREFERRED QUALIFICATIONS 
• 3+ years of customer service experience 
• Bachelor’s Degree 
• Associated Technical Certifications