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

͏Qualifications

College graduate of any course, Undergraduate but completed at least 2yrs in College or

Senior Highschool graduate:

Must have at least 1 year fulltime work experience in any industry

͏Role Purpose

Support process by managing transactions as per required quality standards.

 Fielding all incoming help requests from clients via telephoneand/or emails in a

courteous manner

 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

 Ensure all product information and disclosures are given toclients before and after the

call/email requests

 Avoids legal challenges by complying with service agreements

1. Deliver excellent customer service through effective diagnosis 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

 Accurately process and record all incoming call and email usingthe designated tracking

software

 Offer alternative solutions to clients (where appropriate) withthe objective of retaining

customers’ and clients’ business

 Organize ideas and effectively communicate oral messagesappropriate to listeners and

situations

 Follow up and make scheduled call backs to customers to recordfeedback and ensure

compliance to contract /SLAs

1. Build capability to ensure operational excellence and maintain superior customer service levels of

the existing account/client.

 Undertake product trainings to stay current with productfeatures, changes and updates

 Enroll in product specific and any other trainings per

clientrequirements/recommendations

 Partner with team leaders to brainstorm and identify trainingthemes and learning issues

to better serve the client

 Update job knowledge by participating in self learningopportunities and maintaining

personal networks.