The Technical Support Specialist plays a pivotal role in providing effective technical assistance to ensure smooth processes and prompt resolution of client issues, thereby meeting service level agreements (SLAs).

Key Responsibilities

1. Process Support. Manage transactions to meet quality standards set for the process.
2. Client Interaction. Field incoming help requests from clients via telephone and email in a courteous manner.
3. Documentation. Document all relevant end-user information and the nature of the problem or issue for reference.
4. Availability Management. Update availability status in the system to ensure productivity.
5. Query Management. Record, track, and document all client queries, problem-solving steps, and resolutions.
6. Adherence to Procedures. Follow standard processes and procedures to resolve client queries within defined SLAs.
7. Knowledge Base Utilization. Access and maintain internal knowledge bases and resources to aid effective problem resolution.
8. Product Familiarity. Identify and learn appropriate product details to facilitate better client interaction and troubleshooting.
9. Trend Analysis. Document and analyze call logs to identify recurring trends and prevent future problems.
10. Self-Help Documentation. Maintain and update self-help documents for customers to expedite issue resolution.
11. Escalation. Identify red flags and escalate serious client issues to Team Leader for timely resolution.
12. Compliance. Ensure all product information and disclosures are provided to clients in accordance with service agreements.

Deliverables

• Provide excellent customer service through effective diagnosis and troubleshooting of client queries.
• Assist clients in navigating product menus and understanding product features.
• Maintain accurate records of all customer queries and interactions.
• Offer alternative solutions to retain customers' business where appropriate.
• Communicate effectively with clients and internal stakeholders.
• Follow up with customers to gather feedback and ensure compliance with SLAs.

Capability Building

• Undertake product training to stay updated with features, changes, and updates.
• Participate in additional trainings per client requirements.
• Collaborate with team leaders to identify training themes and learning issues.
• Continuously update job knowledge through self-learning opportunities and networking.

Stakeholder Interaction

Internal

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

External

• Clients. Query resolution and ensuring satisfaction.

Functional Competencies

• Process Knowledge. Foundation to Competent level understanding of assigned processes, tools, and systems.

Behavioral Competencies

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

This job description outlines the responsibilities, deliverables, and interactions associated with the role of a Technical Support Specialist, emphasizing the importance of both functional and behavioral competencies for successful performance.