HELPDESK AGENT - U297

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 performing...