The purpose of the Associate L1 role is to provide effective technical support to the process, resolve client issues, and maintain quality standards. The role involves fielding incoming help requests, documenting user information, and resolving client queries within SLAs. The role also involves delivering excellent customer service, troubleshooting client queries, and maintaining logs and records of customer queries.
Requirements
- Provide effective technical support to the process
- Resolve client issues directly or through timely escalation
- Manage transactions as per required quality standards
- Field all incoming help requests from clients
- 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 all client queries
- Access and maintain internal knowledge bases, resources, and frequently asked questions
- Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
- Document and analyze call logs to spot most occurring trends to prevent future problems
- Maintain and update self-help documents for customers
- Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
- Ensure all product information and disclosures are given to clients before and after the call/email requests
- 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 and facilitate better understanding of product features
- Troubleshoot all client queries in a user-friendly, courteous, and professional manner
- Maintain logs and records of all customer queries as per the standard procedures and guidelines
- Accurately process and record all incoming call and email using the designated tracking software
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations
- 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 of the existing account/client
- 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 to better serve the client
- Update job knowledge by participating in self-learning opportunities and maintaining personal networks
Benefits
- Competitive salary
- Opportunities for professional growth and development
- Collaborative and dynamic work environment
- Recognition and rewards for outstanding performance
