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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.
Responsibilities
1. Support process by managing transactions as per required quality standards
o Field all incoming help requests from clients via telephone and/or emails courteously
o Document all pertinent end user information and issues
o Update availability in the RAVE system
o Record, track, and document queries and resolutions
o Follow standard processes to resolve client queries
o Resolve queries as per SLA
o Maintain knowledge bases and FAQs
o Identify product details to aid troubleshooting
o Analyze call logs for trends
o Maintain self-help documents
o Escalate serious issues to team leader
o Ensure product information is provided to clients
2. Deliver excellent customer service through effective diagnosis and troubleshooting
o Provide product support and resolution
o Assist clients with product navigation
o Troubleshoot queries professionally
o Maintain logs and records
o Process calls and emails accurately
o Offer alternative solutions when appropriate
o Communicate effectively
o Follow up with customers
3. Build capability to ensure operational excellence
o Participate in product trainings
o Update personal knowledge
o Collaborate with team leaders on training themes
Performance Parameters
* Number of cases resolved per day, SLA compliance, customer feedback
* Productivity, efficiency, training hours
Mandatory Skills
Customer Service (Product & Service)
Additional Information
Join a purpose-driven company that values reinvention and continuous evolution. Applications from people with disabilities are explicitly welcome.
Job Details
* Seniority level: Entry level
* Employment type: Full-time
* Job function: Sales and Business Development
* Industries: IT Services and IT Consulting
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