Contact Center Specialist - Senior Analyst / Associate

Who We Are - MassMutual India
Since 1851, MassMutual's commitment has always been to help people protect their families, support their communities, and help one another. Therefore, we want to inspire people to Live Mutual. We at MassMutual value diversity and inclusion. We're people helping people
A career with us means you will work alongside exceptional people and be empowered to reach your professional and personal goals. Our employees are the foundation of what makes MassMutual a strong, stable, and ethical business. We seek and value unique and varied perspectives and experiences because we believe we are stronger when all voices are heard. We invite you to bring your bright, innovative ideas to MassMutual as we continue to help millions of Americans rely on each other.

• Desktop, laptop, and mobile device support - simple and complex

• diagnostic and problem resolution

• hardware and software upgrades and installations

• A working knowledge of VMware, VDI, Workspace 1

• Citrix knowledge a plus

• 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 to achieve established goals and objectives .

• Customer education and consulting

• Fulfil basic audio-visual support.

• Fulfil basic printer support.

• Proactive hardware/software cross training and research

• On Call status 24/7 including major holidays

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.

• Handle projects or work with defined scope in own discipline

• Solve problems in own specialty area.

• 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 3-7 years of related experience

• High School degree required .

• Two plus years customer service 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 users and outside vendors.

• Ability to learn new technology 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 problems when requested or as appropriate , to make sound decisions and take the initiative to anticipate user needs.

• Flexibility and adaptability to changing situations.

• Experience with documenting processes and workflows

• Experience working with vendors on troubleshooting issues.

State and federal laws and regulations, including the Violent Crime Control and Law Enforcement Act, limit employment of individuals with certain criminal backgrounds.
Why Join Us?
We've been around since 1851. During our history, we've learned a few things about making sure our customers our top priority. In order to meet and exceed their expectations, we must have the best people providing the best thinking, products, and services. To accomplish this, we celebrate an inclusive, vibrant, and diverse culture that encourages growth, openness, and opportunities for everyone. A career with MassMutual, Great Place to Work® certified and India's Best Workplaces in BFSI 2023 - Top 50 organization means you will be part of a strong, stable, and ethical business with industry leading pay and benefits. And your voice will always be heard.
Does this sound like a great fit? Apply today!