Mercer Looking for Specialist – Customer Service (Technical Helpdesk Support) at Gurgaon, Haryana Full Time

Mercer Software Support Desk (Career) is seeking candidates for the following position based in the DLF office

Specialist – Customer Service (Technical Support)

What can you expect?

This position is with MSSD team within Career line of business. MSSD team provides Tier 1 support for internal and external users regarding Mercer proprietary software products. Works closely with other teams in resolving issues that require additional resources, advise clients on how to use Mercer software products efficiently. Suggesting enhancements to products based on interaction with the clients

It is a global team and provides support round the clock (24/5)

Candidate needs to be flexible with any shifts

What is in it for you?

Medical insurance, personal accident insurance, group term life insurance from the day you join us

Holidays (As per Location)

Shared Transport (Provided the address falls in service zone)

We will count on you to:
Provide 24/5 support to our external and internal clients on Mercer proprietary applications.

Follow established procedures to track and document incoming calls and emails

Conduct research and troubleshoot complex or advanced inquiries, identifying problems and implementing steps to resolve issues.

Proactively manage full issue resolution lifecycle to ensure issues are moving through the ticket tracking system effectively.

Perform internal peer reviews, RCA, reporting and training

Ensuring compliance of all internal and client policies

Driving process improvements and identify opportunities to streamline and automate processes.

Updating process documents such as SOPs, FAQs

Provide assistance with special projects as needed

What you need to have:
Knowledge & Skills

3-5 years’ Experience in a professional organization

General computer literacy

Excellent command on MS Office applications (MS-Excel, MS-Word)

Exceptional English Communication Skills

Problem solving ability and attention to detail

Ability to multi task, self-starter

Excellent analytical skills and high focus on accuracy

Education:
Any graduate

What makes you stand out?

Exceptional Communication Skills

Adaptable communicator, facilitator, influencer and problem solver

High attention to detail

Good relationship skills, Proven ability to work on own initiative as well as in a team

Ability to multi-task and prioritize time effectively

Flexibility to work in rotational shifts.

About Mercer

At Mercer, we are a global force of around 25000+ unique individuals working together to make a difference in the lives of more than 115 million people every day by advancing their health, wealth

and careers.

We’re in the business of creating more secure and rewarding futures for our clients and their employees — For more than 80 years, we’ve turned our insights into actions; Be it designing affordable health plans, or assuring income for retirement, or aligning workers with workforce needs, we’ve been united in our mission of enabling people around the globe to live, work, and retire well.