Process Specialist - Tech Support
Graduate (exclusion :
BE / BTech / MCA) or High School graduate or above as may be applicable in the Geo
Stakeholder / Business Management :
Design / Develop Creative artifacts for Ads as per client supplied brief and within brand and design guidelines.
Develop internet / intranet web pages in the prescribed format adhering to client requirements within agreed TAT
Customer Relationship Management :
Provide information, educate customer to update trackers, update required applications & tools and keep SME and TL informed of new issues.
For Voice processes Only :
Effectively communicate information on products / services and / or trouble shoot issues within the specified time frames agreed upon with the client, in a manner that is understandable by the end user / customer & educate customer.
Connect with the customer & provide highest level of customer satisfaction.
Update trackers, Create, categorize and prioritize tickets and update required applications & tools and keep SME and TL informed of new issues.
Probe effectively & efficiently to understand customers issue and report incident and resolve all issues received on phone.
Process Executives are expected to call back on time.
Process Improvements and Adherence :
Meet process SLAs / metrics productivity and quality targets within the established timelines.
Ensure process guidelines are followed and met as documented.
Stay updated with the process knowledge / changes refer to knowledge updates / repositories to effectively process transactions.
Adhere to security practices set by organization.
Project Control, Management and Review / Program delivery :
Receive tickets / work on issues related to respective process.
Raise / update CRM tool under required categories for issues identified or escalate to the SME / TL.
For Voice Processes Only :
Receive Inbound calls / make outbound call to support customers on issues related to account management, CRM issues, customization, analytics, creating Dashboards, creating reports, features etc.
Make outbound calls to follow up / confirm resolution.
People / Team :
Contribute to and participate proactively in knowledge sharing sessions.
Participate and contribute to organizational activities.
Good To Have Skills
Services and Support