Senor Process Associate

Infosys

2d • Hybrid

About The Position

The Senior Process Associate 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 includes order management and customer support, with end-to-end ownership of case resolution; managing order status, queries, and customer interactions within SLA timelines; and using SAP, Salesforce, and MS Office tools. The position is hybrid and located in Tempe, Arizona. The job involves sitting and working at a computer for extended periods and communicating by telephone, email, or face to face. Applicants for U.S. employment must have work authorization that does not require employer-sponsored visa sponsorship.

Requirements

• High school diploma or GED equivalent.
• At least 1 year of related work experience.
• Experience in order management and customer support, including end-to-end ownership of case resolution.
• Strong communication and stakeholder-management skills, including handling escalations.
• Familiarity with SAP, Salesforce, or MS Office tools.
• Ability to manage order status, queries, and customer interactions within SLA timelines.
• Applicants for employment in the U.S. must possess work authorization that does not require employer sponsorship for a visa.

Nice To Haves

• Strong attention to detail and process adherence.
• Customer-focused mindset and ability to handle complex queries.

Responsibilities

• Execute transactions according to prescribed guidelines and timelines.
• Review and validate inputs from other team members.
• Support the manager with training activities and daily operations reviews.
• Help resolve escalations to meet service-level agreement targets and follow process guidelines, policies, and norms.
• Manage orders, order-status queries, and customer interactions within SLA timelines, with end-to-end ownership of case resolution.
• Communicate with stakeholders and handle escalations.
• Take a proactive approach to problem-solving and customer satisfaction.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED