Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

Do

1. Support process by managing transactions as per required quality standards
   1. Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
   2. Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
   3. Update own availability in the RAVE system to ensure productivity of the process
   4. Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
   5. Follow standard processes and procedures to resolve all client queries
   6. Resolve client queries as per the SLA’s defined in the contract
   7. Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
   8. Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
   9. Document and analyze call logs to spot most occurring trends to prevent future problems
   10. Maintain and update self-help documents for customers to speedup resolution time
   11. Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution
   12. Ensure all product information and disclosures are given to clients before and after the call/email requests
   13. Avoids legal challenges by complying with service agreements

1. Deliver excellent customer service through effectivediagnosis and troubleshooting of client queries
   1. Provide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutions
   2. Assist clients with navigating around product menus andfacilitate better understanding of product features
   3. Troubleshoot all client queries in a user-friendly, courteousand professional manner
   4. Maintain logs and records of all customer queries as per thestandard procedures and guidelines
   5. Accurately process and record all incoming call and email usingthe designated tracking software
   6. Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers’ and clients’ business
   7. Organize ideas and effectively communicate oral messagesappropriate to listeners and situations
   8. Follow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract /SLAs

1. Build capability to ensure operational excellence andmaintain superior customer service levels of the existing account/client
   1. Undertake product trainings to stay current with productfeatures, changes and updates
   2. Enroll in product specific and any other trainings per clientrequirements/recommendations
   3. Partner with team leaders to brainstorm and identify trainingthemes and learning issues to better serve the client
   4. Update job knowledge by participating in self learningopportunities and maintaining personal networks