Job Type:
Full Time
Education: B.Sc/ M.Sc/ B.E/ M.E./ B.Com/ M.Com/ BBA/ MBA/B.Tech/ M.Tech/ All Graduates
Skills:
Python, .net, React Native, Django, Javascript, HTML, CSS, Typescript, Communication Skills, Power Bi, Numpy Pandas, Sql, machine learning, Data Analysis, Coimbatore, Data Science, Java, Adobe XD, Figma, php, wordpress, Artificial Intelligence, Excel
Job Description
Role Purpose
Provide effective technical support and resolve client issues to ensure adherence to process SLAs, contributing to operational excellence and superior customer satisfaction.
Responsibilities
Client Support
- Manage transactions to meet quality standards.
- Respond courteously to client queries via calls/emails.
- Document client details, problem nature, and resolution steps.
- Track and maintain logs for all queries and resolutions.
- Access knowledge bases to troubleshoot and resolve client issues.
- Follow standard procedures for query resolution as per SLAs.
- Escalate unresolved issues to the Team Leader.
Customer Service Excellence
- Diagnose and troubleshoot client queries effectively.
- Guide users through step-by-step solutions in a professional manner.
- Maintain logs and offer alternative solutions where possible.
- Follow up with clients for feedback and contract compliance.
Skill Building and Capability Development
- Undertake product-specific and other recommended training.
- Stay updated on product features, changes, and updates.
- Collaborate with team leaders for identifying training needs.
- Participate in self-learning opportunities and maintain networks.
Stakeholder Interaction
| Stakeholder Type |
Stakeholder |
Purpose of Interaction |
| Internal |
Team Leaders |
Performance review |
| |
HR |
Hiring, engagement, retention |
| |
Training Team |
Capability development |
| |
Technical Lead |
Training, issue escalation/resolution |
| External |
Client |
Query resolution |
Competencies
Functional Competencies
- Process Knowledge: Foundational to competent understanding of assigned processes, tools, and systems.
Behavioral Competencies
- Collaborative working
- Problem-solving and decision-making
- Attention to detail
- Execution excellence
- Client-centricity
- Effective communication
Performance Parameters
-
Process:
- Cases resolved per day
- Compliance with quality standards
- Meeting SLAs
- Customer feedback
-
Self-Management:
- Productivity and efficiency
- Absenteeism
- Training hours and technical training completion
