The Technical Support Specialist plays a pivotal role in ensuring effective technical support to the process, resolving client issues promptly, and maintaining superior customer service levels. The primary responsibilities include managing transactions, addressing client inquiries, documenting issues, and ensuring compliance with service level agreements (SLAs).

Key Responsibilities

1. Process Support. Efficiently manage transactions in accordance with quality standards.
2. Client Communication. Handle all incoming help requests from clients via telephone and email, maintaining a courteous demeanor.
3. Documentation. Record pertinent end-user information and details of the reported problem or issue accurately.
4. Availability Management. Update availability status in the system to maximize productivity.
5. Query Management. Record, track, and document all client queries, including problem-solving steps and resolutions.
6. Adherence to Procedures. Follow standard processes and procedures to resolve client queries within SLAs.
7. Knowledge Utilization. Access internal knowledge bases and resources to provide effective problem resolution.
8. Product Expertise. Identify and learn product details to enhance client interaction and troubleshooting.
9. Trend Analysis. Analyze call logs to identify recurring trends and prevent future problems.
10. Self-Help Documentation. Maintain and update self-help documents to expedite issue resolution.
11. Escalation. Identify and escalate serious client issues to Team Leader for timely resolution.
12. Compliance. Ensure all legal and service agreement requirements are met during client interactions.

Customer Service

1. Diagnosis and Troubleshooting. Provide excellent customer service by diagnosing and troubleshooting client queries effectively.
2. Product Support. Assist clients in navigating product menus and understanding features.
3. Courteous Resolution. Resolve client queries in a user-friendly, courteous, and professional manner.
4. Feedback Collection. Make scheduled call backs to record feedback and ensure compliance with SLAs.

Capability Building

1. Product Training. Undertake product trainings to stay updated with features, changes, and updates.
2. Continuous Learning. Participate in self-learning opportunities to enhance job knowledge and maintain personal networks.
3. Collaboration. Partner with team leaders to identify training themes and learning issues for better client service.

Stakeholder Interaction

1. Internal Stakeholders

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

2. External Stakeholders

   • Client. Query resolution.

Functional Competencies

• Process Knowledge. Foundation to Competent level.

Behavioral Competencies

• Collaborative Working
• Problem Solving and Decision Making
• Attention to Detail
• Execution Excellence
• Client (Internal) Centricity
• Effective Communication

This role demands meticulous attention to detail, proactive problem-solving skills, and a strong focus on delivering exceptional customer service. By effectively fulfilling these responsibilities and competencies, the Technical Support Specialist contributes significantly to the success of the team and ensures client satisfaction.