The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

Responsibilities

1. Transaction Management
   • Support the process by managing transactions as per required quality standards.
2. Client Interaction
   • Field all incoming help requests from clients via telephone and/or emails in a courteous manner.
   • Document all pertinent end-user identification information, including name, department, contact information, and nature of the problem or issue.
3. Process Efficiency
   • Update own availability in the RAVE system to ensure productivity of the process.
   • Record, track, and document all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions.
4. Problem Resolution
   • Follow standard processes and procedures to resolve all client queries.
   • Resolve client queries as per the SLAs defined in the contract.
5. Knowledge Management
   • Access and maintain internal knowledge bases, resources, and frequently asked questions to aid in and provide effective problem resolution to clients.
   • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting.
6. Analysis and Improvement
   • Document and analyze call logs to spot most occurring trends to prevent future problems.
   • Maintain and update self-help documents for customers to speed up resolution time.
7. Escalation and Compliance
   • Identify red flags and escalate serious client issues to the Team Leader in cases of untimely resolution.
   • Ensure all product information and disclosures are given to clients before and after the call/email requests.
   • Avoid legal challenges by complying with service agreements.

Deliverables

1. Customer Service Excellence

   • Deliver excellent customer service through effective diagnosis and troubleshooting of client queries.
   • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions.

2. Communication and Follow-up

   • Assist clients with navigating around product menus and facilitate a better understanding of product features.
   • Follow up and make scheduled call backs to customers to record feedback and ensure compliance with contracts/SLAs.

Capability Building

1. Continuous Learning
   • Undertake product trainings to stay current with product features, changes, and updates.
   • Enroll in product-specific and any other trainings per client requirements/recommendations.

Stakeholder Interaction

Internal

1. Team Leaders. Performance review.
2. HR. Hiring, employee engagement, and retention.
3. Training Team. Capability development.
4. Technical Lead. Training, issue escalation/resolution.

External

• Client. Query resolution.

Functional Competencies/Skills

• Process Knowledge. Knowledge of assigned process, tools, and systems (Foundation to Competent).

Competency Levels

• Foundation
• Competent

Behavioral Competencies

• Collaborative working
• Problem-solving and decision-making
• Attention to Detail
• Execution Excellence
• Client (Internal) Centricity
• Effective Communication