Job Description
The purpose of this role is to provide technical support and resolve client issues directly or through timely escalation to meet process Service Level Agreements (SLAs).
Main Responsibilities:
1. Technical Support
2. Resolve Client Queries
o Field incoming help requests from clients via telephone and/or emails in a courteous manner.
o Document all pertinent end-user identification information, including name, department, contact information, and nature of problem or issue.
o Update own availability in the RAVE system to ensure productivity of the process.
o Record, track, and document all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions.
o Follow standard processes and procedures to resolve all client queries.
o Resolve client queries as per the SLAs defined in the contract.
o Access and maintain internal knowledge bases, resources, and frequently asked questions to aid in and provide effective problem resolution to clients.
o Identify and learn appropriate product details to facilitate better client interaction and troubleshooting.
o Document and analyze call logs to spot most occurring trends to prevent future problems.
o Maintain and update self-help documents for customers to speed up resolution time.
o Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution.
o Ensure all product information and disclosures are given to clients before and after the call/email requests.
o Avoid legal challenges by complying with service agreements.
3. Customer Service Delivery
o Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions.
o Assist clients with navigating around product menus and facilitate better understanding of product features.
o Troubleshoot all client queries in a user-friendly, courteous, and professional manner.
o Maintain logs and records of all customer queries as per the standard procedures and guidelines.
o Accurately process and record all incoming call and email using the designated tracking software.
o Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business.
o Organize ideas and effectively communicate oral messages appropriate to listeners and situations.
o Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract/SLAs.
4. Capability Building
o Undertake product trainings to stay current with product features, changes, and updates.
o Enroll in product-specific and any other trainings per client requirements/recommendations.
o Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client.
o Update job knowledge by participating in self-learning opportunities and maintaining personal networks.
Performance Parameters:
1. Process: Number of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback.
2. Self-Management: Productivity, efficiency, absenteeism, Training Hours, Number of technical training completed.