Customer Technical Support (In-Office) at Digital Risk · San…

Company Description

Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis’ Front2Back™ Transformation approach. Front2Back™ uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers.

Mphasis’ Service Transformation approach helps ‘shrink the core’ through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis’ core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.

Job Description

About the Role

We are seeking a highly skilled and empathetic Customer Service VIP Specialist to join our Platinum Team to serve as a trusted advocate for our customers. In this role, you will handle complex inquiries, resolve escalated issues, and ensure a seamless customer journey across multiple touch points. Your ability to communicate clearly, think critically, and build strong relationships will help maintain customer satisfaction, protect our brand reputation, and support ongoing service excellence. This position requires a proactive problem-solver who is adaptable, emotionally intelligent, and committed to delivering outstanding customer experiences in a dynamic environment. As this is a brand-new program, flexibility is a non-negotiable in this role; the ideal candidate will be willing to adapt to the changing demands of our business.

Key Responsibilities Include:

· Serve as a front-line brand ambassador, providing exceptional support and guidance to customers across all interactions.

· Rapidly respond to and resolve escalated concerns while maintaining professionalism, emotional intelligence, and strong collaboration with quality and support teams.

· Transform neutral or negative customer experiences into positive outcomes through proactive engagement and tailored solutions.

· Demonstrate empathy, patience, and a consistently positive attitude when addressing customer needs and concerns.

· Utilize project management principles to maintain accurate, timely communication with key partners regarding ticket status and emerging issues or opportunities.

· Minimize service disruptions by maintaining system availability and supporting the continued functionality of critical services.

· Apply critical thinking and sound judgment when making customer-focused decisions that reflect and protect the company’s brand.

· Document all customer interactions thoroughly and accurately using designated CRM tools to ensure clarity, visibility, and alignment across teams.

· Build meaningful customer relationships through genuine interest, active listening, and solution-driven support.

· Adapt quickly to change within a fast-paced, dynamic environment while maintaining a positive and solutions-oriented mindset.

· Communicate clearly, accurately, and efficiently with both internal teams and external stakeholders—verbally and in writing.

· Demonstrate resilience in a competitive market and remain flexible in shifting situations.

· Overcome objections with professionalism and empathy to ensure successful outcomes.

Soft Skills:

· Genuine interest in people and a desire to help and build relationships with customers

· Comfort navigating change in a dynamic environment with a positive, solutions-oriented mindset.

· Ability to convey information accurately and efficiently to both internal team members and external stakeholders, both verbally and in writing

· Adaptive to changing situations in a competitive market

· Ability to overcome objections while demonstrating genuine empathy

Perks:

· The opportunity to work on a high-visibility program with real business impact

· A flexible work environment with flexibility after training completion

· A culture that values collaboration, respect, and continual improvement

· Significant growth opportunities/promotion from within

· Ability to cross-train and expand expertise across the Business and Public Sector lines of business

Benefits:

Qualifications

Required Qualifications:

· Positive attitude, strong attention to detail, and a customer-first mindset.

· 2+ years of experience in Customer Service, Account Management, or Customer Success.

· 2+ years of telecom customer service experience.

· Excellent verbal and written communication skills.

· Proficiency with CRM platforms such as Salesforce or Workflow Manager (WFM), and familiarity with Microsoft Office tools.

· Strong analytical abilities, including the capacity to identify patterns, trends, and insights in customer behavior.

· Comfortable working in a Secure Workspace (SWS) environment (no personal electronics, pen/paper, etc.).

Preferred Qualifications:

· Previous leadership experience

· Experience resolving customer issues, assisting with billing inquiries, or providing product Q&A.

· Technical troubleshooting experience with hardware, software, applications, networks, or device issues.

· Previous experience in a telecom technical call center environment (Tier 1–2).

Additional Information

This is a fantastic opportunity to join our company at a time of exciting growth and change. As an early member of our developing team, you'll be instrumental in achieving our next period of expansion. If you possess determination, motivation, and a strong desire to succeed, your achievements at Mphasis will know no limits! Eager to know more? Become a part of our team.