The Technical Support Specialist is pivotal in ensuring effective technical support processes, focusing on resolving client issues promptly while adhering to service level agreements (SLAs).

Key Responsibilities

Client Support

1. Transaction Management. Execute transactions with a commitment to quality standards.
2. Help Desk Management. Handle incoming client queries via phone and email in a professional and courteous manner.
3. Documentation. Capture detailed client information including identification, issue specifics, and contact details accurately.
4. Productivity Management. Maintain and update availability status in the RAVE system to optimize workflow efficiency.
5. Query Tracking. Record, track, and document all client queries, detailing troubleshooting steps and resolutions.
6. SLA Compliance. Resolve client issues within agreed SLAs, escalating complex problems to ensure timely resolution.
7. Knowledge Utilization. Access and utilize internal knowledge bases, resources, and FAQs to provide effective problem resolution.
8. Product Expertise. Acquire and maintain comprehensive knowledge of products to facilitate informed client interactions and troubleshooting.

Problem Resolution

1. Trend Analysis. Analyze call logs and data to identify recurring issues and proactively suggest preventive measures.
2. Self-Help Documentation. Regularly update self-help documents and resources to expedite issue resolution and enhance client support experience.
3. Issue Escalation. Identify critical issues and escalate them promptly to team leaders or technical leads for timely resolution.
4. Compliance. Ensure adherence to service agreements and legal requirements in all client interactions and disclosures.

Customer Service Excellence

1. Diagnosis and Troubleshooting. Effectively diagnose and troubleshoot client queries, guiding users through step-by-step solutions.
2. Product Navigation. Assist clients in navigating product menus and features, ensuring a comprehensive understanding.
3. Alternative Solutions. Offer alternative solutions where applicable to retain client satisfaction and business continuity.
4. Communication. Communicate clearly and effectively with clients, ensuring comprehension and satisfaction with provided solutions.
5. Feedback Management. Conduct follow-up calls or emails to gather client feedback, ensuring continuous improvement and SLA compliance.

Operational Excellence

1. Continuous Learning. Stay updated with product features, changes, and updates through ongoing training sessions and self-learning opportunities.
2. Collaboration. Collaborate with team leaders to identify training needs and enhance service delivery effectiveness.
3. Personal Development. Participate actively in skill enhancement initiatives and maintain professional networks to stay abreast of industry trends and best practices.

Stakeholder Interaction

1. Internal. Regular interaction with Team Leaders for performance reviews, HR for engagement and retention initiatives, Training Team for skill development, and Technical Leads for issue resolution.
2. External. Direct engagement with clients to resolve queries, ensuring client satisfaction and operational efficiency.

Functional Competencies

1. Process Knowledge. Proficiency in understanding and executing assigned processes, utilizing relevant tools, and navigating systems effectively.

Behavioral Competencies

1. Collaborative Working. Ability to work cohesively within teams to achieve common goals and deliver exceptional client service.
2. Problem Solving and Decision Making. Analytical approach to problem-solving, leveraging data and knowledge resources to drive effective resolutions.
3. Attention to Detail. Meticulous in documentation, ensuring accuracy and completeness in tracking client interactions and issue resolutions.
4. Execution Excellence. Consistently meets and exceeds SLAs, maintaining high standards of quality in service delivery.
5. Client Centricity. Focus on understanding and meeting client needs, ensuring positive client experiences and long-term relationships.
6. Effective Communication. Clear and concise communication skills, adapting communication style to different audiences and situations effectively.

Performance Parameters

Measure

1. Timeliness and Accuracy. Timely resolution of client queries with high accuracy.
2. SLA Adherence. Consistent adherence to SLAs and quality standards.
3. Customer Satisfaction. Client feedback ratings and satisfaction levels.
4. Compliance. Adherence to service agreements and legal requirements in all client interactions.