As a Technical Support Specialist, you will play a crucial role in delivering exceptional technical assistance to our clients, ensuring their issues are resolved promptly and effectively. Your primary responsibility will be to provide support via phone, email, and other channels, adhering to predefined service level agreements. This role requires a blend of technical expertise, problem-solving skills, and outstanding customer service.
Key Responsibilities
Client Support Execution
- Manage client transactions with a focus on maintaining quality standards.
- Field incoming help requests from clients courteously and promptly.
- Document all pertinent information regarding client issues accurately.
- Update availability status to ensure efficient handling of client queries.
- Record and track all client queries and resolutions meticulously.
- Follow established processes and procedures to resolve client issues within SLAs.
- Utilize internal knowledge bases and resources to provide effective problem resolution.
- Analyze call logs to identify recurring trends and proactively address them.
- Maintain and update self-help documents to facilitate quicker issue resolution.
- Identify and escalate critical client issues to Team Leaders as necessary.
Customer Service Excellence
- Provide excellent customer service by diagnosing and troubleshooting client queries effectively.
- Assist clients in navigating product features and menus to enhance their understanding.
- Handle client queries in a professional, courteous, and user-friendly manner.
- Maintain accurate records of all client interactions and resolutions.
- Process incoming calls and emails accurately using designated tracking software.
- Offer alternative solutions to clients where appropriate to retain their satisfaction.
- Communicate clearly and effectively with clients and colleagues in various situations.
- Follow up with clients to gather feedback and ensure compliance with SLAs.
Capability Building
- Participate in product training to stay updated on features, changes, and updates.
- Engage in product-specific and other training as required to enhance expertise.
- Collaborate with Team Leaders to identify training needs and improvement areas.
- Pursue self-learning opportunities to continually improve job knowledge and skills.
Stakeholder Interaction
Internal
- Team Leaders. Performance review and guidance.
- HR. Engagement, feedback, and career development.
- Training Team. Skill enhancement and capability building.
- Technical Lead. Training, guidance, and issue resolution.
External
- Clients. Prompt and effective resolution of queries to ensure satisfaction.
Competencies Required
- Functional Competencies
- Proficiency in technical support processes and tools.
Behavioral Competencies
- Collaboration and teamwork.
- Problem-solving and decision-making.
- Attention to detail and accuracy.
- Commitment to execution excellence.
- Client-centric approach.
- Effective communication skills.