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

QUALIFICATIONS

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

• 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

Deliver
NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed

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