L2 Voice Engineer

As an L2 Voice Engineer with 3 to 6 years of experience based in Pune, you will be responsible for providing technical support to the process, ensuring timely resolution of client issues, and maintaining service level agreements (SLAs). Your role involves managing incoming help requests from clients via telephone and email, documenting end user information, and updating your availability in the RAVE system for efficient process flow. You will be accountable for recording, tracking, and documenting all client queries, following standard processes and procedures to achieve successful resolutions within the defined SLAs. Your responsibilities also include accessing internal knowledge bases, resources, and FAQs to enhance problem resolution, learning product details for effective troubleshooting, and analyzing call logs to identify recurring trends for proactive issue prevention. Moreover, you will maintain self-help documents for customers to expedite resolution time, escalate serious client issues to Team Leader when necessary, and ensure compliance with service agreements to avoid legal challenges. Your commitment to providing quality technical support and exceptional client service will contribute to the overall success of the process and client satisfaction.,