Role: Associate
Qualification: Any Graduate
Role Purpose:
This role is focused on providing high-quality technical support to processes while addressing client issues efficiently. By maintaining service standards and escalating concerns when necessary, you will ensure timely resolution of client inquiries and adherence to SLAs.
Responsibilities
Client Support & Issue Resolution
Handle client interactions via phone or email, ensuring courteous communication.
Record and document user details, including contact information and issue specifics.
Resolve client issues as per predefined SLAs, following standard procedures.
Update your availability in the RAVE system to optimize productivity.
Maintain detailed logs for all queries, solutions, and resolutions to track trends and prevent recurring issues.
Escalate unresolved or critical issues to the team leader for timely intervention.
Provide accurate product information and ensure compliance with service agreements.
Troubleshooting & Diagnosis
Offer product support by diagnosing client issues and guiding users through step-by-step solutions.
Assist clients with navigating product menus to enhance their understanding of features.
Maintain professionalism and user-friendly communication while addressing client queries.
Provide alternative solutions to retain customer satisfaction where appropriate.
Knowledge Management & Documentation
Access and utilize internal knowledge bases to aid in resolving client concerns.
Contribute to and update self-help documents for faster resolution.
Analyze call logs to identify trends and develop preventive measures for recurring issues.
Continuous Improvement
Participate in training programs to stay updated on product features, changes, and updates.
Collaborate with team leaders to identify training needs and brainstorm solutions to enhance client satisfaction.
Stay informed of industry best practices by engaging in self-learning and networking opportunities.
Eligibility Criteria
Educational Qualifications
A relevant degree or certification in the field of customer support, IT, or related areas.
Skills & Competencies
Proficiency in understanding and utilizing process tools and systems.
Strong communication skills with a focus on client-centric solutions.
Ability to troubleshoot, problem-solve, and pay attention to detail.
Collaborative working attitude and execution excellence.
Behavioral Competencies
Demonstrates problem-solving skills and effective decision-making.
Displays a keen attention to detail with a commitment to quality and compliance.
Maintains professionalism and a client-centric approach.
Performance Metrics
Process Efficiency: Cases resolved daily, adherence to quality standards, SLA compliance, and customer feedback.
Self-Management: Productivity, training hours, absenteeism rates, and technical training completion.
Conclusion
This role provides an excellent opportunity to enhance your customer service and technical support skills while contributing to operational excellence. As a crucial point of contact for clients, you will help ensure superior service delivery, maintain high levels of satisfaction, and drive process improvements.
This position is ideal for motivated individuals who thrive in dynamic environments and are passionate about delivering effective client solutions.
Apply to below link 👇
