Job Description

:

Role Purpose

The purpose of the role is to provide effective technical supportto the process and actively resolve client issues directly or throughtimely escalation to meet process SLAs.

Do * Support process by managing transactions as per requiredquality standards

• Fielding all incoming help requests from clients via telephoneand/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 SLAs 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

• Deliver excellent customer service through effectivediagnosis and troubleshooting of client queries
• Provide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutions
• Assist clients with navigating around product menus andfacilitate better understanding of product features
• Troubleshoot all client queries in a user-friendly, courteousand professional manner
• Maintain logs and records of all customer queries as per thestandard procedures and guidelines
• Accurately process and record all incoming call and email usingthe designated tracking software
• Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers and clients business
• Organize ideas and effectively communicate oral messagesappropriate to listeners and situations
• Follow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract /SLAs

• Build capability to ensure operational excellence andmaintain superior customer service levels of the existing account/client
• Undertake product trainings to stay current with productfeatures, changes and updates
• Enroll in product specific and any other trainings per clientrequirements/recommendations
• Partner with team leaders to brainstorm and identify trainingthemes and learning issues to better serve the client
• Update job knowledge by participating in self learningopportunities and maintaining personal networks

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

Team Leaders

Performance review

HR

Hiring and employee engagement and retention

Training Team

Capability development

Technical Lead

Training, issue escalation/ resolution

External

Client

Query Resolution

Display

Lists the competencies required to perform this role effectively:

• Functional Competencies/ Skill

• Process Knowledge - Knowledge of assigned process, tools andsystems - Foundation to Competent

Competency Levels

Foundation

Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.

Competent

Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell.

Expert

Applies the competency in all situations and is serves as a guide toothers as well.

Master

Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognizedwithin the entire organization.

• Behavioral Competencies

• Collaborative working
• Problem solving and decision making
• Attention to Detail
• Execution Excellence
• Client (Internal) Centricity
• Effective Communication

Deliver

No.

Performance Parameter

Measure

1.

Process

No. of cases resolved per day, compliance to process and qualitystandards, meeting process level SLAs, Pulse score, Customer feedback

2.

Self- Management

Productivity, efficiency, absenteeism, Training Hours, No oftechnical training completed

Customer Service

Wipro