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Company: Mphasis
Job Role: Junior Service Desk Associate
Designation: Trainee Customer Support Representative – Mobile Support (Level 1)
Department: Operations
Experience: 0–1 Year (Freshers Eligible)
Job Location: Mangalore
Openings: 1
Mphasis is hiring Junior Service Desk Associates for its Operations team. This opportunity is ideal for freshers and candidates with limited BPO experience who have strong communication skills and are interested in customer support roles.
Job Summary
The Trainee Customer Support Representative (Mobile Support) provides day-to-day operational support through inbound calls, live chats, emails, and portal activities. This role requires excellent problem-solving ability, multitasking skills, and a strong focus on customer satisfaction.
Key Responsibilities
- Handle customer queries via inbound calls and web support (chat, email, portals)
- Process service orders and maintain accurate account information
- Troubleshoot basic mobile phone issues (Android & iOS)
- Collaborate with team members and keep stakeholders updated on issue status
- Adhere to schedule guidelines such as login time, breaks, and call handling time
- Ensure reliable attendance and availability during scheduled shifts
- Complete tasks within defined Service Level Agreements (SLAs)
- Escalate issues appropriately using available resources
- Manage personal and customer support inboxes efficiently
- Maintain professional, positive, and courteous phone etiquette
- Resolve customer issues accurately to reduce repeat calls
- Identify root causes and proactively address customer concerns
Skills & Qualifications
- Excellent verbal and written communication skills
- Strong customer support and interpersonal skills
- Freshers or candidates with 0–6 months domestic BPO experience preferred
- Basic understanding of Android and iOS smartphones
- Willingness to work in US shift hours (between 6 PM – 6 AM IST)
- Comfortable working on Indian holidays
- Computer-literate with basic technical skills
- Knowledge of ticketing systems like ServiceNow, Maximo, Remedy is an added advantage
Educational Qualification
- Minimum: High School Pass with excellent communication skills
- Eligible Degrees:
- B.Sc
- B.Com
- B.A
- Diploma (12+3 years of education)
Working Conditions & Requirements
- Training and work location: Office-based
- Must be ready to work in a 24×7 rotational shift environment
- Work From Home is subject to company discretion
- Reliable and high-speed WiFi connection required at home
- Willingness to connect via video during training and one-on-one sessions
- Safe and suitable home work environment (if WFH is permitted)
- Must follow supervisor-assigned break and lunch schedules
Selection Process
Candidates will be selected through the following stages:
- V&A (Voice & Accent) Assessment
- Interview
Why Choose Mphasis?
- Opportunity to start a career with a reputed IT services company
- Structured training and exposure to global customer support processes
- Suitable role for freshers entering the IT/BPO industry
- Skill development in customer service, mobile support, and ticketing systems
Important Note
Candidates should be comfortable with night shifts and rotational schedules.
All job details, work mode, and benefits are subject to company policies.
Conclusion
The Junior Service Desk Associate role at Mphasis is a strong entry-level opportunity for freshers and early-career candidates looking to build a career in customer support and IT operations. If you have good communication skills and are flexible with shifts, this role can be a great starting point.
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