Role Title: Technical Support Senior Specialist (L07)

Company Overview:

Synchrony (NYSE: SYF) is a premier consumer financial services company delivering one of the industry's most complete digitally enabled product suites. Our experience, expertise and scale encompass a broad spectrum of industries including digital, health and wellness, retail, telecommunications, home, auto, outdoors, pet and more.

We have recently been ranked #2 among India's Best Companies to Work for by Great Place to Work. We were among the Top 50 India's Best Workplaces in Building a Culture of Innovation by All by GPTW and Top 25 among Best Workplaces in BFSI by GPTW. We have also been recognized by Ambition Box Employee Choice Awards among the Top 20 Mid-Sized Companies, ranked #3 among Top Rated Companies for Women, and Top-Rated Financial Services Companies.
We offer Flexibility and Choice for all employees and provide best-in-class employee benefits and programs that cater to work-life integration and overall well-being.
We provide career advancement and upskilling opportunities, focusing on Advancing Diverse Talent to take up leadership roles.

Organizational Overview:

TechMOD is a part of the Frontline Employee Experience Organization which focuses on our SYF employees overall hybrid way of working from home or hub, technology and operational needs to ensure they have the best tools and resources to efficiently be productive and successful. TechMOD provides support to our nonexempt associates globally through day to day troubleshooting of their system issues.

Role Summary/Purpose:

The Sr. Specialist will handle inquiries from all employees of Technology & Operations Globally. The Sr. Specialist will be responsible for resolving complex servicing technology issues while working from home or at the hub related to hardware setup, infrastructure challenges related to ISP or Home and company supported software across all platforms and functions in Technology & Operations.The position requires individuals who are detail-oriented, organized with excellent analytic and problem-solving abilities. In addition, specialist is expected to demonstrate excellent verbal, written communication, and interpersonal skills.The purpose of this role is to aid in the development of technology and people management skills preparing the Sr. Specialist into a future Technology Operations position.

Key Responsibilities:

Servicing Synchrony Tech & Ops employees via calls/chats or in person that need system troubleshooting while working from home or at the hub
The Sr. Specialist will also support Service Desk - volume as needed.
Resolve complex servicing technology issues (i.e. Workstation, Internet Tools, VDI, Avaya, Multi- Factor Authentication etc.)
Partner with Technology to escalate, monitor, and track problems in appropriate trouble management system to ensure timely resolution
Demonstrate functional skill to take ownership, troubleshoot and resolve technical issues in a single customer interaction.
Maximize each customer experience in an organized and efficient manner.
Drive First Call Resolution focus with both our technical support and Tech & Ops Leadership interactions.
Seeks opportunities to enhance servicing processes related to systematic issues.
Establish and maintain effective relationships with employees. Effectively gain the callers cooperation to work through the troubleshooting process, ensuring first call resolution and appropriate follow-up.
Team Player that also works independently, and seeks Tech & Ops support, when necessary, with a strong emphasis on high caller satisfaction
Must stay actively engaged in the learning and understanding of Tech & Ops processes, systems, and hardware, enough to utilize knowledge to help all our callers with their troubleshooting needs.
Participate in IRC Bridge calls as needed, lead communication to Tech & Ops Leadership on guidance for process changes.
Perform User Acceptance Testing of SYF tools, partner with IT for business initiatives.
Reporting of Tech & Ops servicing trends related to caller dashboard, communicate to Tech & Ops Leadership on coaching, training, and development opportunities.
Create, manage, and support future knowledge articles, job aids and SharePoint pages.
Perform other duties and/or special projects as assigned.

Required Skills/ Knowledge

Minimum 10+2 or graduate in any discipline
Minimum 1 year of Technology & Operations experience in Synchrony.
Hands-on experience with MS Office, Web Browsers (IE/Chrome/Edge), Gold Standard Work from Home Bundle (i.e. Chromebook and/or Laptops), Avaya Soft Phone and Avaya.
Experience with various SYF applications.
Must be flexible to work different shifts which will include mornings,evenings,overnight, weekends and overtime, as necessary

Desired Skills/Knowledge:

1 year of previous specialist experience in Enterprise Operations or Technology
Previous experience supporting the Work from Home deployment of Gold Standard Equipment
Subject Matter Expert within different functions of Operations (i.e. Collections, Commercial, Customer Service, Fraud)
Technical background and/or 1-2 years related technical troubleshooting experience.
Knowledge of ISP and home internet setup is a plus.
Exceptional interpersonal skills demonstrated affinity for building and maintaining rapport with internal/external clients and customers - must be patient and approachable.
Basic knowledge of security applications including Beyond Identity,Okta Verify, Zscaler, Global Protect,Yubikey and mobile apps - Knowledge of Android, iPhone, and Operating Systems.
Knowledge of Service Now, WFH SharePoint Resource Site and Service Desk Portal.
Must be able to easily identify and articulate complex ideas and issues and give clear direction.
Demonstrates ability to achieve established goals and performance metrics.
Maintain composure in stressful situations and manage and diffuse escalated interactions, and to perform in a fast-paced environment - adaptable to change.
Ability to multitask between multiple tools and systems and apply information and knowledge to customer situations.
Demonstrates awareness of company policies and procedures while applying sound judgment within scope of their empowerment.

Eligibility Criteria:

Minimum 10+2 or graduate in any discipline
Minimum 1 year of Technology & Operations experience in Synchrony.

Work Timings:

This role qualifies for Enhanced Flexibility and Choice offered in Synchrony India and will require the incumbent to be available for a 24/7 shift model

For Internal Applicants:

Understand the criteria or mandatory skills required for the role, before applying
Inform your manager and HRM before applying for any role on Workday
Ensure that your professional profile is updated (fields such as education, prior experience, other skills) and it is mandatory to upload your updated resume (Word or PDF format)
Must not be any corrective action plan (First Formal/Final Formal, LPP)
L4 to L7 Employees who have completed 12 months in the organization and 12 months in current role and level are only eligible.
L04+ Employees can apply

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