The Associate role provides technical support to clients and resolves issues directly or through timely escalation. The role involves managing transactions, fielding help requests, and documenting client information. The Associate must deliver excellent customer service, troubleshoot client queries, and maintain logs and records of customer queries. Additionally, the role requires building capability to ensure operational excellence and maintaining superior customer service levels.
Requirements
- Effective technical support to clients
- Resolve client issues directly or through timely escalation
- Manage transactions as per required quality standards
- Field help requests from clients via telephone and/or emails
- Document all pertinent end user identification information
- Update own availability in the RAVE system
- Record, track, and document all queries received
- Follow standard processes and procedures to resolve client queries
- Resolve client queries as per the SLA's defined in the contract
- Access and maintain internal knowledge bases, resources, and frequently asked questions
- Identify and learn appropriate product details
- Document and analyze call logs
- Maintain and update self-help documents for customers
- Identify red flags and escalate serious client issues to Team leader
- Ensure all product information and disclosures are given to clients
- Avoids legal challenges by complying with service agreements
- Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
- Provide product support and resolution to clients
- Assist clients with navigating around product menus
- Troubleshoot all client queries in a user-friendly, courteous, and professional manner
- Maintain logs and records of all customer queries
- Accurately process and record all incoming call and email using the designated tracking software
- Offer alternative solutions to clients (where appropriate)
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
- Build capability to ensure operational excellence and maintain superior customer service levels
- Undertake product trainings to stay current with product features, changes, and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Partner with team leaders to brainstorm and identify training themes and learning issues
Benefits
- Competitive salary
- Benefits package
- Opportunities for career growth and development
- Collaborative and dynamic work environment
