Overview:
Role Purpose
- The purpose of the role is to provide effective technical supportto the process and actively resolve client issues directly or throughtimely escalation to meet process SLAs._
Do
- Support process by managing transactions as per requiredquality standards
- _ Document all pertinent end user identification information,including name, department, contact information and nature of problem orissue_
- _ Update own availability in the RAVE system to ensureproductivity of the process_
- _ Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions_
- _ Follow standard processes and procedures to resolve all clientqueries_
- _ Resolve client queries as per the SLA’s defined in thecontract _
- _Access and maintain internal knowledge bases, resources andfrequently asked questions to aid in and provide effective problemresolution to clients_
- _ Identify and learn appropriate product details to facilitatebetter client interaction and troubleshooting _
- _Document and analyze call logs to spot most occurring trends toprevent future problems_
- _ Maintain and update self-help documents for customers to speedup resolution time_
- _ Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution_
- _ Avoids legal challenges by complying with service agreements_
-
Deliver excellent customer service through effectivediagnosis and troubleshooting of client queries
- _ Provide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutions_
- _ Assist clients with navigating around product menus andfacilitate better understanding of product features _
- _Troubleshoot all client queries in a user-friendly, courteousand professional manner_
- _ Maintain logs and records of all customer queries as per thestandard procedures and guidelines_
- _ Offer alternative solutions to clients (where appropriate