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.

Key Responsibilities

Support Process

1. Manage Transactions. Ensure all transactions are handled as per required quality standards.
2. Client Interaction. Field all incoming help requests from clients via telephone and/or email in a courteous manner.
3. Documentation. Document all pertinent end-user identification information, including name, department, contact information, and nature of the problem or issue.
4. Availability Management. Update own availability in the RAVE system to ensure productivity.
5. Query Tracking. Record, track, and document all queries received, problem-solving steps taken, and successful and unsuccessful resolutions.
6. Standard Procedures. Follow standard processes and procedures to resolve all client queries as per the SLAs defined in the contract.
7. Knowledge Base Access. Access and maintain internal knowledge bases, resources, and FAQs to aid in effective problem resolution.
8. Product Knowledge. Identify and learn appropriate product details to facilitate better client interaction and troubleshooting.
9. Trend Analysis. Document and analyze call logs to spot recurring trends and prevent future problems.
10. Self-help Documents. Maintain and update self-help documents for customers to speed up resolution time.
11. Escalation. Identify red flags and escalate serious client issues to the Team Leader for timely resolution.
12. Compliance. Ensure all product information and disclosures are provided to clients before and after the call/email requests. Comply with service agreements to avoid legal challenges.

Customer Service Excellence

1. Diagnosis and Troubleshooting. Deliver excellent customer service through effective diagnosis and troubleshooting of client queries.
2. Product Support. Provide product support and resolution to clients by performing question diagnosis and guiding users through step-by-step solutions.
3. Menu Navigation Assistance. Assist clients with navigating product menus and facilitate better understanding of product features.
4. Professional Interaction. Troubleshoot client queries in a user-friendly, courteous, and professional manner.
5. Record Keeping. Maintain logs and records of all customer queries as per standard procedures.
6. Process Documentation. Accurately process and record all incoming calls and emails using the designated tracking software.
7. Alternative Solutions. Offer alternative solutions to clients where appropriate to retain customer and client business.
8. Effective Communication. Organize ideas and communicate oral messages effectively based on the listener and situation.
9. Follow-ups. Follow up and make scheduled call backs to customers to record feedback and ensure compliance with contracts/SLAs.

Operational Excellence

1. Training. Undertake product training to stay current with product features, changes, and updates.
2. Continuous Learning. Enroll in product-specific and other required trainings per client requirements/recommendations.
3. Collaborative Learning. Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client.
4. Self-improvement. Update job knowledge by participating in self-learning opportunities and maintaining personal networks.

Functional Competencies/Skills

• Process Knowledge. Knowledge of assigned process, tools, and systems.

Competency Levels

• Foundation
• Competent
• Expert
• Master

Behavioral Competencies

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