The primary objective of the Technical Support Specialist is to deliver effective technical assistance to the process and promptly resolve client issues either independently or through timely escalation, ensuring compliance with process SLAs.
Responsibilities
- Manage transactions within the process according to prescribed quality standards.
- Respond to all incoming client help requests via phone and/or email in a professional and courteous manner.
- Document relevant end-user information including name, department, contact details, and the nature of the problem.
- Maintain updated availability status in the RAVE system to optimize process productivity.
- Record, track, and document all queries received, along with the problem-solving steps taken and the resolution outcomes.
- Adhere to standard processes and procedures for resolving client queries within defined SLAs.
- Access and utilize internal knowledge bases, resources, and FAQs to provide effective problem resolution.
- Acquire and maintain detailed product knowledge to enhance client interactions and troubleshooting efforts.
- Analyze call logs to identify recurring issues and trends for proactive problem prevention.
- Develop and update self-help documents to expedite issue resolution for customers.
- Identify critical client issues and escalate them to Team Leaders for timely resolution.
- Ensure compliance with all product information and disclosure requirements.
- Prevent legal challenges by adhering to service agreements.
Customer Service Delivery
- Provide excellent customer service by diagnosing and troubleshooting client queries effectively.
- Offer product support and resolution through step-by-step guidance and diagnosis.
- Assist clients in navigating product menus and understanding product features.
- Handle client queries in a courteous, professional, and user-friendly manner.
- Maintain accurate logs and records of customer queries.
- Process all incoming calls and emails accurately using designated tracking software.
- Propose alternative solutions to retain customer satisfaction and loyalty.
- Communicate effectively with clients to ensure understanding and satisfaction.
- Follow up with customers to gather feedback and ensure adherence to SLAs.
Capability Building and Stakeholder Interaction
- Undertake product trainings to stay updated with features, changes, and updates.
- Participate in client-specific and other required trainings.
- Collaborate with Team Leaders to identify training needs and learning issues.
- Update job knowledge through self-learning and networking opportunities.
Stakeholder Interaction
Internal Stakeholders
- Team Leaders. Performance reviews.
- HR. Hiring, employee engagement, and retention.
- Training Team. Capability development.
- Technical Lead. Training, issue escalation/resolution.
External Stakeholders
- Clients. Query resolution.
Functional Competencies/Skills
- Process Knowledge. Foundation to Competent.
Behavioral Competencies
- Collaborative Working
- Problem Solving and Decision Making
- Attention to Detail
- Execution Excellence
- Client (Internal) Centricity
- Effective Communication