Overview:
**Role Purpose**
- 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._
**Do**
- **Support process by managing transactions as per required quality standards**
- _Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue_
- _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 _
- _Follow standard processes and procedures to resolve all client queries_
- _Resolve client queries as per the SLA's defined in the contract _
- _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 _
- _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_
- _Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution_
- _Avoids legal challenges by complying with service agreements_
- **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 _
- _Assist clients with navigating around product menus and facilitate better understanding of product features _
- _Troubleshoot all client queries in a user-friendly, courteous and professional manner_
- _Maintain logs and records of all customer queries as per the standard procedures and guidelines_
- _Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business _
- _Organize ideas and effectively communicate oral messages appropriate to listeners and situations_
- _Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs_
- **Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client**
- _Undertake product trainings to stay current with product features, changes and updates_
- _Enroll in product specific and any other trainings per client requirements/recommendations_
- _Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client_
- _Update job knowledge by participating in self learning opportunities and maintaining personal networks_
**Stakeholder Interaction**
***
**Stakeholder Type**
**Stakeholder Identification**
**Purpose of Interaction**
**Internal**
- Team Leaders_
- Performance review_
- HR- Hiring and employee engagement and retention_
- Training Team_
- Capability development_
- Technical Lead_
- Training, issue escalation/ resolution_
**External**
- Client_
- Query Resolution_
**Display**
Lists the competencies required to perform this role effectively:
- **Functional Competencies/ Skill**
- Process Knowledge - Knowledge of assigned process, tools and systems - **Foundation to Competent**
**Competency Levels**
**Foundation**
Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with mínimal support and guidance.
**Competent**
Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
**Expert**
Applies the competency in all situations and is serves as a guide to others as well.
**Master**
Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.
- **Behavioral Competencies**
- Collaborative working
- Problem solving and decision making
- Attention to Detail
- Execution Excellence
- Client (Internal) Centricity
- Effective Communication
**Deliver**
**No.**
**Performance Parameter**
**Measure**
1.
Process
No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
2.
Self
- Management
Productivity, efficiency, absenteeism, Training Hours, No of technical training completed
