Role PurposeThe 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.Job DescriptionJob DescriptionRole PurposeThe 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.DoSupport process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous mannerDocument all pertinent end user identification information, including name, department, contact information and nature of problem or issueUpdate own availability in the RAVE system to ensure productivity of the processRecord, track, and document all queries received,



problem-solving steps taken and total successful and unsuccessful resolutionsFollow standard processes and procedures to resolve all client queriesResolve client queries as per the SLA's defined in the contractAccess and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clientsIdentify and learn appropriate product details to facilitate better client interaction and troubleshootingDocument and analyze call logs to spot most occurring trends to prevent future problemsMaintain and update self-help documents for customers to speed up resolution timeIdentify red flags and elevate serious client issues to Team leader in cases of untimely resolutionEnsure all product information and disclosures are given to clients before and after the call/email requestsAvoids legal challenges by complying with service agreementsDeliver excellent customer service#J-*****-Ljbffr

📌 Production Specialist (Jalisco)
🏢 Wipro
📍 Jalisco