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

Roles & Responsibilities͏

Effectively communicating with customers by composing accurate, prompt and effective replies to customer inquiries, via phone and e-mail

Ability to handle difficult or sensitive issues with customers in a polite and tactful manner

Collects and contributes to daily/weekly/monthly reports monitoring customer activity

Understanding company products, systems and customers

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 or issue

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

Qualifications͏

High School Diploma or General Educational Development (GED) certificate or equivalent in relevant work experience desired

Fluent in English is a must; fluent in other languages, is an asset

Excellent telephone and email communication skills

Must be detail oriented, reliable and have the ability to handle multiple priorities in a fast-paced environment

Ability to maintain the highest level of confidentiality

Excellent interpersonal, written and oral communication skills

Ability to work in a team fostered environment

Ability to work in a multi-tasked environment

Ability to prioritize and organize work

Ability to adapt to a flexible schedule

Mandatory Skills͏

Excellent telephone and email communication skills

Must be detail oriented, reliable and have the ability to handle multiple priorities in a fast-paced environment

Ability to maintain the highest level of confidentiality

Excellent interpersonal, written and oral communication skills

Ability to work in a team fostered environment

Ability to work in a multi-tasked environment

Ability to prioritize and organize work

Ability to adapt to a flexible schedule