Job Description

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

͏Qualifications

 College graduate of any course, Undergraduate but completed at least 2yrs in College or 
Senior Highschool graduate
Must have at least 1 year fulltime work experience in any industry

͏Role Purpose

Support process by managing transactions as per required quality standards.
 Fielding all incoming help requests from clients via telephoneand/or emails in a 
courteous manner
 Document all pertinent end user identification information,including name, department, 
contact information and nature of problem orissue
 Update own availability in the RAVE system to ensureproductivity 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 clientqueries
 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
 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
 Maintain and update self-help documents for customers to speedup resolution time
 Identify red flags and escalate serious client issues to Teamleader in cases of untimely 
resolution
 Ensure all product information and disclosures are given toclients before and after the 
call/email requests
 Avoids legal challenges by complying with service agreements

2. Deliver excellent customer service through effective diagnosis and troubleshooting of client 
queries.
 Provide product support and resolution to clients by performinga question diagnosis 
while guiding users through step-by-step solutions
 Assist clients with navigating around product menus andfacilitate better understanding of 
product features 
 Troubleshoot all client queries in a user-friendly, courteousand professional manner
 Maintain logs and records of all customer queries as per thestandard procedures and 
guidelines
 Accurately process and record all incoming call and email usingthe designated tracking 
software
 Offer alternative solutions to clients (where appropriate) withthe objective of retaining 
customers’ and clients’ business
 Organize ideas and effectively communicate oral messagesappropriate to listeners and 
situations
 Follow up and make scheduled call backs to customers to recordfeedback and ensure 
compliance to contract /SLAs
3. Build capability to ensure operational excellence and maintain superior customer service levels of 
the existing account/client.
 Undertake product trainings to stay current with productfeatures, changes and updates
 Enroll in product specific and any other trainings per 
clientrequirements/recommendations
 Partner with team leaders to brainstorm and identify trainingthemes and learning issues 
to better serve the client
 Update job knowledge by participating in self learningopportunities and maintaining 
personal networks.