Process Specialist

Infosys•Irving, TX

1d•Hybrid

About The Position

The Process Specialist executes transactions according to prescribed guidelines and timelines, reviews and validates inputs from other team members, and supports the manager with training activities, daily operations reviews, and escalation resolution. The role aims to meet service-level agreement targets for the assigned process while following Infosys guidelines, policies, and norms. It provides Level 1 triage for reverse logistics helpdesk requests and supports spares management, order maintenance, system transactions, RMA requests, defective-return follow-up, and customer support. The specialist also provides call center support during business hours, develops FAQs and training materials, and conducts information sessions for business end users. The position is hybrid in Irving, Texas. It involves sitting and working at a computer for extended periods, as well as communicating by telephone, email, or face to face. U.S. applicants must have work authorization that does not require employer visa sponsorship.

Requirements

High school diploma or GED equivalent.
At least 2 years of experience relating to the job description.
Team-oriented and collaborative approach to working with others.
Self-motivated and able to work well under pressure.
Strong computing skills, including MS Excel and MS Word, and confidence managing multiple systems.
Keen attention to detail and accuracy.
Ability to adapt to new or changing business situations and work assignments.
Ability to meet deadlines under pressure.
Strong prioritization skills.
Focus on continuous improvement and ability to proactively identify opportunities to improve.
Ability to comply with the client's workspace and policies and demonstrate multicultural understanding.
For U.S. applicants, work authorization that does not require employer visa sponsorship.

Nice To Haves

Experience with SAP.

Responsibilities

Provide Level 1 triage services for reverse logistics helpdesk requests.
Support spares management, order maintenance, and system transactions.
Assist customers with RMA requests, issue resolution, defective-return follow-up, and general support.
Provide call center support during business hours.
Create FAQs and training documentation for end users.
Conduct information sessions for business end users.
Execute transactions according to prescribed guidelines and timelines.
Review and validate inputs from other team members.
Support the manager with training activities, daily operations reviews, and escalation resolution.
Work toward service-level agreement targets while following Infosys guidelines, policies, and norms.