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