Technical Support Specialist

3 weeks ago

Bengaluru, Karnataka, India Tech Mahindra Full time

At Tech Mahindra, we are committed to delivering exceptional customer experiences through our cutting-edge technology solutions.

We are seeking a highly skilled Technical Support Specialist to join our team in Chennai or Bangalore. This is an exciting opportunity for you to leverage your technical expertise and passion for auto finance to make a meaningful impact.

Job Description:

As a Technical Support Specialist, you will be responsible for providing Level 2 support for Defi system users of TechM customers. Your key responsibilities will include:

  • Providing L2 support for Defi system users, focusing on origination, contract management, servicing, and collections
  • Working on assigned customer incidents and requests, ensuring timely closure and high customer satisfaction
  • Handling exceptions for file transfers and ensuring configurations are correctly applied
  • Managing business-critical configurations, including business parameter changes and business rule adjustments
  • Maintaining documentation and establishing standards, processes, and protocols
  • Reviewing the status of batch processes daily/nightly/weekly/etc. and alerting L1 teams in case of issues
  • Collaborating with the Defi product support (L3) team to report and track product issues to closure

Additional Responsibilities:

You will also be responsible for:

  • Providing support to the L1 team to ensure timely closure of incidents and requests raised in the customer ticketing tool
  • Mentoring and training L1 team members to enhance their skills and capabilities
  • Assisting customer teams in using the Defi system, conducting quick trainings on system features and usage
  • Supporting testing of changes, new features, and modules working alongside customer teams
  • Identifying areas for improvement and collaborating with customer and TechM teams to translate this into requirement documentation
  • Recommending best practices for the usage of the Defi system
  • Keeping track of release changes in Defi modules and conducting knowledge sharing sessions for L1 team and customers

Requirements:

To succeed in this role, you should have:

  • Experience working on the Defi platform in the auto finance business, either as part of the implementation or support team
  • A functional understanding of financial lending processes in general and auto finance processes specifically
  • Broad knowledge of auto sales processes
  • Excellent MS Office skills (Excel, PowerPoint) and proficiency in process mapping tools like MS Visio
  • Strong English speaking and writing skills
  • A post-graduation degree in Business, Finance, or IT
  • A strong academic record with no gaps in studies

Compensation:

The estimated salary for this role is ₹8,00,000 per annum, depending on your location and experience.

Why Join Us?

We offer a dynamic work environment, opportunities for growth and development, and a competitive compensation package. If you are passionate about auto finance and technical support, this is an excellent opportunity to join our team and make a meaningful impact.

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