Manager- Finance Controller

As a Technical Support Specialist, your role is crucial in providing effective technical support to the process and resolving client issues in a timely manner. Here's what you will be responsible for: - Support the process by managing transactions according to required quality standards. - Field all incoming help requests from clients via telephone and/or emails courteously. - Document all relevant end user identification information and nature of the problem. - Update your availability in the RAVE system to ensure process productivity. - Record, track, and document all queries received along with problem-solving steps. - Follow standard processes and procedures to resolve client queries. - Resolve client queries within the defined SLAs. - Access and maintain internal knowledge bases to provide effective problem resolution. - Identify and learn appropriate product details to enhance client interaction and troubleshooting. - Document and analyze call logs to identify recurring trends for preventing future issues. - Maintain and update self-help documents for customers to expedite resolution time. - Identify red flags and escalate serious client issues to the Team Leader. - Provide excellent customer service through effective diagnosis and troubleshooting. - Assist clients in navigating product menus and understanding product features. - Troubleshoot all client queries professionally and courteously. - Maintain records of all customer queries as per standard procedures. - Process and record all incoming calls and emails accurately using designated software. - Offer alternative solutions to retain customers and clients" business. - Communicate effectively with listeners and situations. - Follow up with customers for feedback and compliance to SLAs. As part of your responsibilities, you will also need to: - Undertake product trainings to stay updated with product features. - Enroll in client-specific trainings as required. - Collaborate with team leaders to identify training themes and learning issues. - Update your job knowledge through self-learning opportunities and maintaining personal networks. Your performance will be measured based on: - Number of cases resolved per day. - Compliance to process and quality standards. - Meeting process level SLAs. - Pulse score. - Customer feedback. Ensure operational excellence and maintain superior customer service levels for existing accounts/clients by building your capabilities and staying informed about product features and updates.,