Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.
Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell.
Applies the competency in all situations and is serves as a guide toothers as well.
Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognizedwithin the entire organization.
Job Responsibilities:-
Good in getting the client’s full needs and explanations in order to produce work of a higher calibre
Frequently asking for advice will guarantee timely and flawless delivery.
Needed to be taking part in ongoing education and training to stay up to date on best practises, pick up new programming languages, and improve teamwork.
Great in evaluating software-hardware interfaces with engineering personnel to create specifications and performance requirements
Understanding of both existing and emerging technologies, as well as programming prowess
Eligibility And Required Skills Set:-
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 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 time
Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution
Ensure all product information and disclosures are given toclients before and after the call/email requests
Avoids legal challenges by complying with service agreements
