Overview: **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