The Technical Support Specialist is responsible for delivering effective technical support to ensure client satisfaction and meet process SLAs. This role involves managing client inquiries, troubleshooting technical issues, and maintaining quality standards.

Key Responsibilities

1. Support Process Management

   • Manage transactions in accordance with quality standards.
   • Field incoming help requests from clients via telephone and/or emails courteously.
   • Document end user information and nature of issues accurately.

2. Documentation and Tracking

   • Record and track all client queries, resolutions, and unsuccessful attempts.
   • Update availability status in the RAVE system for productivity tracking.
   • Access and maintain internal knowledge bases for effective problem resolution.

3. Problem Resolution

   • Follow standard processes to resolve client queries within defined SLAs.
   • Utilize product knowledge and resources to facilitate troubleshooting.
   • Identify and escalate serious issues to Team Leader for timely resolution.

4. Customer Service Excellence

   • Deliver excellent customer service through effective diagnosis and troubleshooting.
   • Assist clients in navigating product features and menus.
   • Offer alternative solutions to retain customers’ business where appropriate.

5. Continuous Improvement

   • Analyze call logs to identify trends and prevent future problems.
   • Maintain and update self-help documents to expedite issue resolution.
   • Participate in trainings to stay current with product features and updates.

Stakeholder Interaction

Internal Stakeholders

• Team Leaders. Performance review.
• HR. Hiring, engagement, and retention.
• Training Team. Capability development.
• Technical Lead. Training, issue escalation, and resolution.

External Stakeholders

• Clients. Query resolution and client satisfaction.

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

Deliverables

• Timely resolution of client queries within SLAs.
• Documentation of all client interactions and resolutions.
• Continuous improvement initiatives to enhance service delivery.
• Participation in training and development activities for skill enhancement.