Role Purpose

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

Responsibilities

Support process by managing transactions as per required quality standards.

• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
• Update own availability in the RAVE system to ensure productivity 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 client queries.
• Resolve client queries as per the SLAs defined in the contract.
• Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to cl...