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**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 timeIdentify 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_Tipo de puesto: Tiempo completoSalario: $25,000.00 - $30,000