Sao Paulo, Brazil - DOP - 3048542 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 - Support process by managing transactions as per requiredquality standards - _ 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_ - _ Avoids legal challenges by complying with service agreements_ - Deliver excellent customer service through effectivediagnosis 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_ - _ 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_ - Build capability to ensure operational excellence andmaintain 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_ 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 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. - 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 Commercial Operations & Med Affairs Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation,