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.
Do
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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 and systems - Foundation to Competent
Competency Levels
Foundation
Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
Competent
Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
Expert
Applies the competency in all situations and is serves as a guide to others as well.
Master
Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within 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 quality standards, meeting process level SLAs, Pulse score, Customer feedback
2.
Self- Management
Productivity, efficiency, absenteeism, Training Hours, No of technical training completed
- Effectively communicating with customers by composing accurate , prompt and effective replies to customer inquiries, via phone and e-mail
- Ability to handle difficult or sensitive issues with customers in a polite and tactful manner
- Collects and contributes to daily/weekly/monthly reports monitoring customer activity
- Understanding company products, systems and customers
- Fielding all incoming help requests from clients via telephoneand /or emails in a courteous manner
- 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
- 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
- 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
- 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