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.
Responsibility:-
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.
Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
Document all pertinent end user identification information ,including name, department, contact information and nature of problem or issue
Update own availability in the RAVE system to ensure productivity of the process
Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
Required Skills Set:-
Process Knowledge – Knowledge of assigned process, tools and systems.
Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
