Overview**:Role Purpose**
- The purpose of the role is to provide effective technical supportto the process and actively resolve client issues directly or throughtimely escalation to meet process SLAs._
**Do**
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Support process by managing transactions as per requiredquality standards**:
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Document all pertinent end user identification information,including name, department, contact information and nature of problem orissue_
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Update own availability in the RAVE system to ensureproductivity of the process_
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Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions_
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Follow standard processes and procedures to resolve all clientqueries_
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Resolve client queries as per the SLA's defined in thecontract
- _Access and maintain internal knowledge bases, resources andfrequently asked questions to aid in and provide effective problemresolution to clients_
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Identify and learn appropriate product details to facilitatebetter client interaction and troubleshooting
- _Document and analyze call logs to spot most occurring trends toprevent future problems_
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Maintain and update self-help documents for customers to speedup resolution time_
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Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution_
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Avoids legal challenges by complying with service agreements_
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Deliver excellent customer service through effectivediagnosis and troubleshooting of client queries**:
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Provide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutions_
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Assist clients with navigating around product menus andfacilitate better understanding of product features
- _Troubleshoot all client queries in a user-friendly, courteousand professional manner_
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Maintain logs and records of all customer queries as per thestandard procedures and guidelines_
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Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers' and clients' business_
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Organize ideas and effectively communicate oral messagesappropriate to listeners and situations_
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Follow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract /SLAs_
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Build capability to ensure operational excellence andmaintain superior customer service levels of the existing account/client**:
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Undertake product trainings to stay current with productfeatures, changes and updates_
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Enroll in product specific and any other trainings per clientrequirements/recommendations_
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Partner with team leaders to brainstorm and identify trainingthemes and learning issues to better serve the client_
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Update job knowledge by participating in self learningopportunities 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:
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Functional Competencies/ Skill**:
- Process Knowledge - Knowledge of assigned process, tools andsystems - **Foundation to Competent**
**Competency Levels**
**Foundation**
Knowledgeable about the competency requirements.
Demonstrates (inparts) frequently with mínimal support and guidance.
**Competent**
Consistently demonstrates the full range of the competency withoutguidance.
Extends the competency to difficult and unknown situations aswell.
**Expert**
Applies the competency in all situations and is serves as a guide toothers as well.
**Master**
Coaches others and builds organizational capability in the competencyarea.
Serves as a key resource for that competency and is recognizedwithin the entire organization.
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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 qualitystandards, meeting process level SLAs, Pulse score, Customer feedback
2.
Self
- Management
Productivity, efficiency, absenteeism, Training Hours, No oftechnical training completed