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

ROLES AND RESPONSIBILITIES : ͏

Effectively communicating with customers by composing accurate, prompt and effective replies to customer inquiries, via phone and e-mail 

Ability to handle difficult or sensitive issues with customers in a polite and tactful manner 

Collects and contributes to daily/weekly/monthly reports monitoring customer activity 

Understanding company products, systems and customers 

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 or issue 

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

Q͏UALIFICATIONS

High School Diploma or General Educational Development (GED) certificate or equivalent in relevant work experience desired Fluent in English is a must; fluent in other languages, is an asset 

Excellent telephone and email communication skills Must be detail oriented, reliable and have the ability to handle multiple priorities in a fast-paced environment 

Ability to maintain the highest level of confidentiality 

Excellent interpersonal, written and oral communication skills 

Ability to work in a team fostered environment 

Ability to work in a multi-tasked environment 

Ability to prioritize and organize work 

Ability to adapt to a flexible schedule 

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• 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

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Deliver