About the job
Role Purpose
The role is focused on providing efficient technical support to clients, resolving issues directly or escalating them as needed to meet SLAs.
Key Responsibilities:
- Manage transactions and assist clients via calls and emails, documenting all interactions and resolutions.
- Follow standard procedures to resolve queries and maintain accurate records in the tracking system.
- Provide clear guidance to clients on product features and troubleshooting, ensuring quality service and contract compliance.
- Identify trends from call logs to preempt recurring issues and update self-help resources.
- Attend training to stay updated on product features, partner with leaders for continuous learning, and maintain a high level of customer service.