Process Specialist - Tech SupportQualificationGraduate (exclusion: BE/BTech/MCA) or High School graduate or above as may be applicable in the Geo
ResponsibilityStakeholder/Business ManagementThey serve all client business divisions with the client side interactive components using Java Script / JQuery, Ad development through various mobile Ad producer tools, creating expanded ads with page redirects with customize animation and image galleries etc.
Design/Develop Creative artifacts for Ads as per client supplied brief and within brand and design guidelines.
WebDevelop internet / intranet web pages in the prescribed format adhering to client requirements within agreed TAT.
Customer Relationship ManagementProvide information, educate customer to update trackers, update required applications & tools and keep SME and TL informed of new issues.
For Voice processes OnlyEffectively communicate information on products/services and/or trouble shoot issues within the specified time frames agreed upon with the client, in a manner that is understandable by the end user/ customer & educate customer.
Connect with the customer & provide highest level of customer satisfaction.
Update trackers, create,
categorize and prioritize tickets and update required applications & tools and keep SME and TL informed of new issues.
Probe effectively & efficiently to understand customers issue and report incident and resolve all issues received on phone.
Process Executives are expected to call back on time.
Process Improvements and AdherenceMeet process SLAs / metrics – productivity and quality targets within the established timelines.
Ensure process guidelines are followed and met as documented.
Stay updated with the process knowledge / changes refer to knowledge updates/ repositories to effectively process transactions.
Adhere to security practices set by organization.
Project Control, Management and Review / Program deliveryReceive tickets/work on issues related to respective process.
Raise/update CRM tool under required categories for issues identified or elevate to the SME / TL.
People / TeamContribute to and participate proactively in knowledge sharing sessions.
Participate and contribute to organizational activities.
Must Have SkillsSpeaking English
Speaking Spanish