Process Specialist - Tech SupportQualification:Graduate (exclusion: BE/BTech/MCA) or High School graduate or above as may be applicable in the Geo.Responsibility:Stakeholder/Business Management:Serve all client business divisions with the client-side interactive components using JavaScript/JQuery, Ad development through various mobile Ad producer tools, creating expanded ads with page redirects with customized animation and image galleries.Design/Develop Creative artifacts for Ads as per client supplied brief and within brand and design guidelines.Web:Develop internet/intranet web pages in the prescribed format adhering to client requirements within agreed TAT.Customer Relationship Management:Provide information, educate customers to update trackers, update required applications & tools, and keep SME and TL informed of new issues.For Voice Processes Only:Effectively communicate information on products/services and troubleshoot issues within the specified time frames agreed upon with the client, in a manner that is understandable by the end user/customer & educate customer.Connect with the customer & provide the highest level of customer satisfaction.Update trackers, create, categorize and prioritize tickets, and update required applications & tools while keeping SME and TL informed of new issues.Probe effectively & efficiently to understand customers' issues and report incidents, resolving all issues received on the phone.Process Executives are expected to call back on time.Process Improvements and Adherence:Meet process SLAs/metrics – productivity and quality targets within the established timelines.Ensure process guidelines are followed and met as documented.Stay updated with the process knowledge/changes; refer to knowledge updates/repositories to effectively process transactions.Adhere to security practices set by the organization.Project Control, Management and Review / Program Delivery:Receive tickets/work on issues related to the respective process.Raise/update CRM tool under required categories for issues identified or escalate to the SME/TL.For Voice Processes Only:Receive inbound calls/make outbound calls to support customers on issues related to account management, CRM issues, customization, analytics, creating dashboards, creating reports, features, etc.Make outbound calls to follow up/confirm resolution.People / Team:Contribute to and participate proactively in knowledge sharing sessions.Participate and contribute to organizational activities.Must Have Skills:Speaking EnglishSpeaking SpanishGood To Have Skills:After Sales & Service (Tech)#J-18808-Ljbffr