The primary purpose of this role is to provide effective technical support to processes and resolve client issues promptly, either directly or through timely escalation, to meet the process SLAs (Service Level Agreements).
Key Responsibilities
Support and Troubleshooting
- Manage transactions in compliance with quality standards.
- Respond to all incoming help requests from clients via telephone and/or email in a courteous and professional manner.
- Document essential end-user information, including name, department, contact details, and nature of the problem or issue.
- Update availability in the RAVE system to ensure process productivity.
- Record, track, and document all queries received, problem-solving steps taken, and resolutions achieved.
- Resolve client queries according to the SLAs defined in the contract.
- Access and maintain internal knowledge bases and FAQs to assist in effective problem resolution.
- Learn and understand product details to enhance client interactions and troubleshooting.
- Analyze call logs to identify recurring trends and prevent future issues.
- Maintain and update self-help documents to expedite resolution times.
- Identify and escalate serious client issues to the Team Leader when timely resolution is not achievable.
- Ensure all product information and disclosures are provided to clients before and after call/email interactions.
- Adhere to service agreements to avoid legal challenges.
Customer Service Excellence
- Deliver excellent customer service by diagnosing and troubleshooting client queries effectively.
- Guide users through step-by-step solutions to resolve product issues.
- Assist clients in navigating product menus and understanding product features.
- Maintain accurate logs and records of all customer interactions as per standard procedures.
- Process and record all incoming calls and emails using designated tracking software.
- Offer alternative solutions when appropriate to retain client business.
- Communicate ideas clearly and effectively to different audiences and situations.
- Follow up with customers to record feedback and ensure SLA compliance.
Capability Building and Training
- Participate in product training to stay current with product features, changes, and updates.
- Enroll in product-specific and other relevant training as required by client needs.
- Collaborate with team leaders to identify training needs and enhance client service.
- Engage in self-learning opportunities and maintain personal networks to update job knowledge.
Stakeholder Interaction
Internal
- Team Leaders. Performance reviews and feedback.
- HR. Hiring, employee engagement, and retention.
- Training Team. Capability development.
- Technical Lead. Training and issue escalation/resolution.
External
- Client. Query resolution and support.
Functional Competencies
- Process Knowledge. Knowledge of assigned processes, tools, and systems (Foundation to Competent).
Behavioral Competencies
- Collaborative Working
- Problem Solving and Decision Making
- Attention to Detail
- Execution Excellence
- Client (Internal) Centricity
- Effective Communication
Performance Metrics
- Customer Satisfaction. Achieve high levels of client satisfaction through effective issue resolution.
- Resolution Time. Adhere to SLAs for resolving client issues.
- Accuracy. Maintain accurate documentation and records.
- Training Participation. Complete required training programs and apply knowledge effectively.