Production Agent - L1

Provide effective technical support to the process, resolve client issues directly or through timely escalation, and maintain quality standards. Work with clients via telephone and/or emails, document all pertinent information, and follow standard processes and procedures to resolve client queries.RequirementsSupport process by managing transactions as per required quality standardsDocument all pertinent end user identification informationUpdate own availability in the RAVE system to ensure productivity of the processRecord, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutionsFollow standard processes and procedures to resolve all client queriesResolve client queries as per the SLA's defined in the contractAccess and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clientsIdentify and learn appropriate product details to facilitate better client interaction and troubleshootingDocument and analyze call logs to spot most occurring trends to prevent future problemsMaintain and update self-help documents for customers to speed up resolution timeIdentify red flags and escalate serious client issues to Team leader in cases of untimely resolutionEnsure all product information and disclosures are given to clients before and after the call/email requestsAvoids legal challenges by complying with service agreementsDeliver excellent customer service through effective diagnosis and troubleshooting of client queriesProvide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutionsAssist clients with navigating around product menus and facilitate better understanding of product featuresTroubleshoot all client queries in a user-friendly, courteous and professional mannerMaintain logs and records of all customer queries as per the standard procedures and guidelinesAccurately process and record all incoming call and email using the designated tracking softwareOffer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ businessOrganize ideas and effectively communicate oral messages appropriate to listeners and situationsFollow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAsBuild capability to ensure operational excellence and maintain superior customer service levels of the existing account/clientUndertake product trainings to stay current with product features, changes and updatesEnroll in product specific and any other trainings per client requirements/recommendationsPartner with team leaders to brainstorm and identify training themes and learning issues to better serve the clientUpdate job knowledge by participating in self learning opportunities and maintaining personal networksBenefitsEqual Opportunity EmployerAccessible, supportive, and inclusive workplaceReasonable accommodation for persons with disabilitiesEqual opportunities to all and values diversityOriginally posted on Himalayas

Apply Now