The primary objective of this role is to deliver efficient technical support to the process, ensuring timely resolution of client issues either independently or through appropriate escalation channels in order to meet process SLAs (Service Level Agreements).

Responsibilities

1. Process Support. Execute transactions in accordance with prescribed quality standards.
2. Client Interaction. Address all incoming client help requests via telephone and/or email in a polite and professional manner.
3. Documentation. Record essential end user information and details of the reported issue accurately.
4. Availability Management. Maintain updated availability status in the RAVE system to optimize process productivity.
5. Query Handling. Document, track, and resolve client queries adhering to standard processes and SLAs.
6. Knowledge Utilization. Access internal knowledge bases and resources to provide effective problem resolution to clients.
7. Product Knowledge. Continuously update knowledge of products and services to enhance client interaction and troubleshooting.
8. Trend Analysis. Analyze call logs to identify recurring issues and propose preventive measures.
9. Self-Help Documentation. Create and update self-help documents to expedite query resolution for clients.
10. Issue Escalation. Identify critical client issues and escalate them to Team Leaders for prompt resolution.
11. Compliance. Ensure all necessary product information and disclosures are communicated to clients in adherence to service agreements.
12. Customer Service. Diagnose and troubleshoot client queries effectively, ensuring excellent customer service delivery.
13. Product Support. Guide clients through step-by-step solutions and assist in navigating product features.
14. Record Keeping. Maintain accurate records of customer queries and resolutions using designated tracking software.
15. Solution Offerings. Provide alternative solutions to clients where applicable, aiming to retain their business.
16. Communication. Communicate effectively with clients and internal stakeholders, adapting the message as per the situation.
17. Feedback Management. Follow up with clients to gather feedback and ensure compliance with SLAs.
18. Capability Building. Undertake necessary trainings to stay updated with product features and client requirements.
19. Collaboration. Collaborate with team leaders and technical leads to identify training needs and enhance client service.

Stakeholder Interaction

• Internal Stakeholders. Interact with Team Leaders, HR, Training Team, and Technical Leads for performance reviews, hiring, capability development, and issue resolution.
• External Stakeholders. Engage with clients for query resolution and display a client-centric approach in all interactions.

Functional Competencies

• Process Knowledge. Demonstrates understanding of assigned processes, tools, and systems.

Competency Levels

• Foundation. Basic understanding of processes and systems.
• Competent. Proficient in executing tasks related to the assigned process.

Behavioral Competencies

1. Collaborative Working. Works effectively in a team environment.
2. Problem Solving and Decision Making. Demonstrates analytical thinking and sound decision-making skills.
3. Attention to Detail. Pays close attention to accuracy and precision in tasks.
4. Execution Excellence. Consistently delivers high-quality results within set timelines.
5. Client (Internal) Centricity. Focuses on meeting internal client needs and expectations.
6. Effective Communication. Communicates clearly and persuasively in various situations.

This comprehensive job description outlines the responsibilities, competencies, and interactions involved in the role, ensuring clarity and alignment with organizational objectives.