1215 Product Support Jobs - Page 35

The L1 - Customer Support Specialist is responsible for providing high-quality customer experience for the in-house products to customers and stakeholders across the world through e-mail, phone interactions, chat, desktop screen-sharing and by using incident tracking system. The fundamental goal of this position is to help our customers achieve success who are using our in-house products. Job Responsibilities Help resolve software and technical questions for the customer efficiently and effectively. Gather the required information necessary to best handle customer software and technical inquiries. Manage customer expectations regarding estimated response times for issue resolution. Meet SLAs like response and resolution times by partnering within L1, L2 and L3 Support teams. Extensively research and document customer technical issues in the Knowledge Base. Collaborate with Product Development and Product Support team members to properly manage customer inquiries and escalate when appropriate. Partner with Product Development and Product Support team members on various strategic projects when needed. Own customer technical issues from initial report to resolution, communicating with customers and stakeholders regularly regarding issue status. Run monitoring reports for usage, performance, and/or availability. Document solutions for Knowledge Base and bring new ideas for innovation and automation excellence into the Support team. Qualifications and Skills 0 - 1 years of relevant experience in L1 technical customer support (voice and email), with a strong customer interaction experience. Passion to be a part of a hardworking and winning team. Ability to multi-task in a fast-paced environment. Excellent ability to learn and articulate software-related and technical concepts. Strong active listening skills and excellent written and oral communications skills. An obsession towards Customer Service. Strong attention to detail when communicating with customers and stakeholders (verbal written). Ability to empathize with customers and convey confidence. Strong documentation skills. Ability to multi-task and work separate issues in a fast paced dynamic company environment. Demonstrated ability to work independently with limited direction or as part of a team. High energy, proactive and approachable personality who enjoys solving a diverse set of problems. Proven problem-solving abilities and creative thinking. Flexibility to work in shifts. Bachelor s Degree in Computer Science Engineering (or related technical discipline).

Its fun to work at a company where people truly believe in what they are doing! Job Description: Job Title: Customer Support Intern Epiq Company/Division: Epiq - Legal Solutions Location: Hyderabad, India Reports To: Product Development Manager Shift: 6PM - 3AM Monday to Friday and 6PM - 3AM Thursday to Monday Position Overview The L1 - Customer Support Specialist is responsible for providing high-quality customer experience for the in-house products to customers and stakeholders across the world through e-mail, phone interactions, chat, desktop screen-sharing and by using incident tracking system. The fundamental goal of this position is to help our customers achieve success who are using our in-house products. Job Responsibilities Help resolve software and technical questions for the customer efficiently and effectively. Gather the required information necessary to best handle customer software and technical inquiries. Manage customer expectations regarding estimated response times for issue resolution. Meet SLAs like response and resolution times by partnering within L1, L2 and L3 Support teams. Extensively research and document customer technical issues in the Knowledge Base. Collaborate with Product Development and Product Support team members to properly manage customer inquiries and escalate when appropriate. Partner with Product Development and Product Support team members on various strategic projects when needed. Own customer technical issues from initial report to resolution, communicating with customers and stakeholders regularly regarding issue status. Run monitoring reports for usage, performance, and/or availability. Document solutions for Knowledge Base and bring new ideas for innovation and automation excellence into the Support team. Qualifications and Skills 0 - 1 years of relevant experience in L1 technical customer support (voice and email), with a strong customer interaction experience. Passion to be a part of a hardworking and winning team. Ability to multi-task in a fast-paced environment. Excellent ability to learn and articulate software-related and technical concepts. Strong active listening skills and excellent written and oral communications skills. An obsession towards Customer Service. Strong attention to detail when communicating with customers and stakeholders (verbal written). Ability to empathize with customers and convey confidence. Strong documentation skills. Ability to multi-task and work separate issues in a fast paced dynamic company environment. Demonstrated ability to work independently with limited direction or as part of a team. High energy, proactive and approachable personality who enjoys solving a diverse set of problems. Proven problem-solving abilities and creative thinking. Flexibility to work in shifts. Bachelor s Degree in Computer Science Engineering (or related technical discipline). Leadership Competencies Client Focus- Engages with the clients, both internal and external, and their needs as a primary focus; builds a sustaining collaborative and productive relationship with clients; seeks to understand client situations, issues, expectations, etc.; takes appropriate action to meet client needs and address concerns; implements or utilizes methods to monitor and evaluate client feedback; appropriately meets client needs without jeopardizing business outcomes or results. Results Oriented- Sets stretch goals for personal accomplishment and works tenaciously to achieve those goals; acts with a sense of urgency; takes the initiative on actions; establishes metrics to monitor progress and measure success; maintains focus by avoiding or overcoming roadblocks. Integrity - Behaves in an honest, fair and ethical manner; shows consistency in words and actions; does what he/she commits to doing; respects the confidentiality of information or concerns shared by others; is honest and forthright with people; carries his/her fair share of the workload; takes responsibility for own mistakes. Entrepreneurial Orientation - Proposes innovative business opportunities/ideas to customers and business partners; encourages and supports entrepreneurial behavior in others; demonstrates willingness to take calculated risks to achieve business goals. Decisiveness - The ability to make well informed, effective, and timely decisions even when data is limited, or solutions produce unpleasant consequences; perceives the impact and implications of decisions; ability to make tough decisions. If you like wild growth and working with happy, enthusiastic over-achievers, youll enjoy your career with us!

The Labour Overhead (LO) Product Owner will lead a team comprised of Technology FBT Sustain Team analysts to provide technical and process support for the global LO Solution. The Global LO Solution is an automated system crafted for forecasting personnel costs at BP. This forecast is utilized by PPM Teams across all BP Functions and Businesses for budgeting purposes. This role necessitates knowledge of global labour and overhead principles, budgeting, forecasting frameworks, and technology project sustainment/operation principles, including agile project management techniques. Candidates must be adept at balancing multiple user requests, advising the Technology team, and managing their own tasks effectively. This position involves some hands-on coding in Python, occasional SQL queries, and the maintenance of several PowerBI reports. Consequently, the successful candidate will be encouraged to maintain a fit-for-purpose solution for LO forecasting and meet the needs of data consumers. What you will deliver Own overall LO process deliver strategic goals for the LO solution and related interfaces which consume LO budget information. Devise annual calendar coordinate cycle timing with key collaborators interfaces Deliver LO Solution 2 times per year, including: Gather recommend assumptions updates Validate calculations outputs of the established financialization models (Includes Rule Based AI modelling techniques) Open close user-facing tools on time Provide user training support Manage user accesses Report on tool usage accuracy of the modelling techniques Manage Continuous Improvement items for LO Solution and related interfaces (Summer Winter timing - occurs between LO cycles) Support maintain various interfaces outside of the LO Solution. This range from Proof-of-Concept models to Development Project scopes. Maintain privacy requirements for LO data used by the tools Maintain procedure and guide documentation up to date along with SharePoint and user training materials. Work with Chief Product Owner Key Stakeholders to develop strategic goals for LO Solution What you will need to be successful: Proficient in Python, Excel data wrangling/data manipulation Experienced in Budgeting Forecasting (5+ years) Experienced in Labor Overhead terminology employee related costs Experienced with Linear Regression Statistical/ AI modeling (Data Science or Data Analytics experience) Knowledgeable in Power BI, Teams SharePoint Knowledgeable of Software Development User Access processes Knowledge of Agile Project Methodology Knowledge of SAP FI/CO modules (eg cost center, company code, cons unit) Ability to manage a sustain project budget provide KPI reporting (Product Owner role) Good Customer Service able to balance user CI requests within the overall project budget (e.g. cost/benefit analysis) Good Communication Skills Ability to manage competing priorities and cyclical demands Adapts easily to change, comfortable with many unknowns, and can quickly deliver a plan of action when unplanned events occur Why join our team At bp, we provide the following environment benefits to you: Life health insurance, medical care package Flexible working schedule Opportunity to build up long term career path and develop your skills with wide range of learning options Family friendly workplace e.g.: parental leave, bereavement and compassionate leave Employees wellbeing programs e.g.: Employee Assistance Program, Company Recognition Program Possibility to join our social communities and networks

This position is for an experienced Product Support Engineering professional with sound knowledge of Aircraft Engine Nacelle and technical expertise in investigating Field issues and resolving Technical Enquires across multiple commercial Nacelle programs for Collins Advanced Structures Aftermarket in a highly customer focused environment. Primary Responsibilities: The successful candidate will be responsible for field issue investigations, driving corrective action, coordinating with airline support managers, writing service bulletins, and executing our product support requirements The individual will also be responsible for maintaining customer satisfaction with our OEM partners, internal stakeholders, and customers Technical focal responsible for identifying in-service issues, driving root cause investigations, and developing innovative and practical corrective actions in a timely manner Provide technical leadership, support, and nurture less experienced engineers Coordinate with program and engineering counterparts to ensure aftermarket requirements are considered in the development of design changes Author and navigate the approval cycle for Service Bulletins to implement design changes, inspect for field issues, or to address quality escapes in the field Implement effective and cost conscious retrofit plans Management of our product support requirements including tracking operational interruptions, component reliability, removals, repair development, spare asset availability, spare part sales, and warranty financials Work to effectively understand and resolve warranty disputes Drive improvement to Customer Scorecards, Key Performance Metrics, and Implement and Execute Standard Work Develop and maintain positive customer and supplier relationships through effective communication and by fostering a culture of trust and mutual respect Ensure Product Support Agreement compliance Support the development of maintenance management guidelines Experience defining, tracking, and documenting multi-disciplinary project tasks (schedule, resources, budget / cost) Experience building and delivering technical presentations to internal and external customers. Understand how to craft messaging to specific audiences (executives, OEM partners, and airlines) These solutions ensure structural integrity of the aircraft, help aircraft take off and land, stay trim in the air, move forward, carry cargo and conduct rescue Basic Qualifications: Bachelors or master s degree in Mechanical or Aeronautical engineering with 8 to 12 years of relevant experience in a similar role. Sound knowledge of Aircraft metallic and/or composite component Design, Repairs and various inspection methods and common defects Technical understanding of maintenance, repair, overhaul, and regulatory requirements in the commercial aircraft industry. Able to communicate findings and make presentations to the original equipment manufacturers (OEM) Preferred Qualifications: Knowledge of Nacelle Systems. Knowledge of MS Dynamics CRM systems and practices Previous experience in Aftermarket customer support engineering organization Knowledge of various technical publications such as Structural Repair Manual, Component Maintenance Manual, Aircraft Maintenance Manual, Service Bulletins, Airworthiness Directives, etc. Basic knowledge of EASA/FAA requirements and Associated Repair Documentations

This position is for an experienced Product Support Engineering professional with sound knowledge of Aircraft Engine Nacelle and technical expertise in investigating Field issues and resolving Technical Enquires across multiple commercial Nacelle programs for Collins Advanced Structures Aftermarket in a highly customer focused environment. Primary Responsibilities: The successful candidate will be responsible for field issue investigations, driving corrective action, coordinating with airline support managers, writing service bulletins, and executing our product support requirements The individual will also be responsible for maintaining customer satisfaction with our OEM partners, internal stakeholders, and customers Technical focal responsible for identifying in-service issues, driving root cause investigations, and developing innovative and practical corrective actions in a timely manner Coordinate with program and engineering counterparts to ensure aftermarket requirements are considered in the development of design changes Author and navigate the approval cycle for Service Bulletins to implement design changes, inspect for field issues, or to address quality escapes in the field Implement effective and cost conscious retrofit plans Management of our product support requirements including tracking operational interruptions, component reliability, removals, repair development, spare asset availability, spare part sales, and warranty financials Work to effectively understand and resolve warranty disputes Drive improvement to Customer Scorecards, Key Performance Metrics, and Implement and Execute Standard Work Develop and maintain positive customer and supplier relationships through effective communication and by fostering a culture of trust and mutual respect Ensure Product Support Agreement compliance Support the development of maintenance management guidelines Experience defining, tracking, and documenting multi-disciplinary project tasks (schedule, resources, budget / cost) Experience building and delivering technical presentations to internal and external customers. Understand how to craft messaging to specific audiences (executives, OEM partners, and airlines) These solutions ensure structural integrity of the aircraft, help aircraft take off and land, stay trim in the air, move forward, carry cargo and conduct rescue Basic Qualifications: Bachelors or master s degree in Mechanical or Aeronautical engineering with 3 to 7 years of relevant experience in a similar role. Sound knowledge of Aircraft metallic and/or composite component Design, Repairs and various inspection methods and common defects Technical understanding of maintenance, repair, overhaul, and regulatory requirements in the commercial aircraft industry. Able to communicate findings and make presentations to the original equipment manufacturers (OEM) Preferred Qualifications: Knowledge of Nacelle Systems. Knowledge of MS Dynamics CRM systems and practices Previous experience in Aftermarket customer support engineering organization Knowledge of various technical publications such as Structural Repair Manual, Component Maintenance Manual, Aircraft Maintenance Manual, Service Bulletins, Airworthiness Directives, etc. Basic knowledge of EASA/FAA requirements and Associated Repair Documentations

As Product Support Specialist, Service Technology and Innovation team, you will serve as a core part of Service Salesforce Business team working closely with transformation office; Being integral part of business technology change for the 2500-person Global Service & Delivery organization (GS&D), you will be responsible for providing L-1 resolutions to internal business application including CRM platforms. What you'll do: Be responsible for Level-1 issue resolution for internal business applications including CRM platform; provide front line support to end users and triage the identified issues to relevant stakeholders like Product, Data, and IT Resolve end users issues by effectively clarifying and analyzing the root cause; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems Effectively recognize pattern and identify ticket trends; work towards reducing recurrences Collaborate with Product team, along with Scrum teams, Data Science, Data Analytics & other stakeholders to improve the end-to-end issue resolution process Proactively identify opportunities to simplify, optimize, and automate business process Master the product details to help Product Owners and wider Change Management team with right focus areas to improve across product features, communications, and training Partner with Change Management team in identifying opportunities for process improvements and contributing to initiatives that elevate client service standards and internal workflows. Demonstrate excellent time management, project management, and prioritization skills What you'll need: Bachelors Degree with at least 1+ year experience in client or internal stakeholder support and query management on any CRM tools or internal products (eg : Workday, Salesforce, etc) Strong interpersonal, communication, and stakeholder management skill client-facing service delivery experience and customer centric nature will be a plus Excellent time and project management skills, ability to prioritize based on business impact Data intelligence, such as the ability to analyze data trend and resolve difficult problems with speed with keen attention-to-detail. Willingness to go above and beyond and think outside-of-the-box to provide highest level of customer service What you'll get: Competitive salary, generous paid time off policy, charity match program, Group Medical Insurance, Parental Leave, Employee Assistance Program (EAP) and more! Collaborative, team-oriented culture that embraces diversity Professional development and unlimited growth opportunities

Internal Audit (IA) examines, evaluates and performs an independent assessment of the firms control environment and reports findings back to senior management and the firms Audit Committee. As an independent function, IA provides objective assurance on the adequacy and effectiveness of the firms internal control structure. The IA Technology Strategy Office (TSO) spearheads the strategic vision for IAs technological advancement. We empower auditors through process reengineering, intelligent automation, and cutting-edge data analytics. Our team comprises passionate program managers, product managers, and business analysts who collaborate closely with designers, engineers, and data scientists to architect and deliver innovative technologies that transform the audit workflow. JOB DESCRIPTION, PRODUCT OWNER - ASSOCIATE As a Product Owner within the IA TSO, you will be a key driver in shaping the future of Internal Audit through technology. You will own the product lifecycle from conception to launch, working closely with stakeholders across IA and Technology to deliver solutions that directly impact the efficiency and effectiveness of the audit process. Responsibilities: Product Support: Assist in defining product requirements and creating product roadmaps under the guidance of senior team members User Research Support: Participate in user research activities, including current state assessments, requirements gathering, and documenting user needs through interviews and workshop Agile Execution: Support the agile product development process by assisting with the creation of user stories, participating in sprint planning, and performing testing to ensure product quality Launch Support: Contribute to the successful launch of new products by assisting with deployment planning, user training, and documentation Communication: Communicate product updates and project status to stakeholders under the direction of senior team members User Training: Help develop and deliver training materials and provide support to users on new product features Monitoring and Analysis: Assist in monitoring product usage and gathering user feedback to identify areas for improvement QUALIFICATIONS 2-4 years of project/product management experience, with hands-on technical product owner experience within an agile development environment PMP certification is a strong plus, demonstrating strong project management discipline and the ability to lead complex initiatives across cross-functional teams Strong communication, interpersonal, and presentation skills

As a Senior QA Engineer, you will play a critical role in driving quality across our product offerings. You will work closely with developers and product/support teams to ensure that our storage and networking monitoring solutions are thoroughly tested and meet enterprise-level reliability. A strong background in automation testing using Python and scripting is essential, along with proven debugging experience in enterprise products utilizing AWS, Cloud, and Kubernetes technologies. You will act as a key advocate for quality across the organization, interacting with diverse teams and stakeholders to push the boundaries of product excellence. Key Responsibilities: QA and Automation Testing: Come up with exhaustive test plans and automation test-cases using Python and scripting languages to validate end to end real world scenarios. Enterprise Product Testing: Test enterprise-grade products deployed in AWS, Cloud, and Kubernetes environments, ensuring that they perform optimally in large-scale, real-world scenarios. Debugging and Issue Resolution: Work closely with development teams to identify, debug, and resolve issues in enterprise-level products, ensuring high-quality and reliable product releases. Test Automation Frameworks: Develop and maintain test automation frameworks to streamline testing processes, reduce manual testing efforts, and increase test coverage. Customer Interaction: Be open to interacting with cross-geo customers to understand their quality requirements, test against real-world use cases, and ensure their satisfaction with product performance. Voice of Quality: Act as an advocate for quality within the organization, pushing for excellence in product development and championing improvements in testing practices and processes. Documentation: Create and maintain detailed documentation of testing processes, test cases, and issue resolutions, enabling knowledge sharing and consistent quality assurance practices. Qualifications: bachelors or masters degree in computer science, Software Engineering, or a related field. 6+ years of hands-on experience in QA and automation testing, with a strong focus on Python and scripting. Proven experience in testing and debugging enterprise products deployed in AWS, Cloud, and Kubernetes environments. Solid understanding of storage and networking domains, with practical exposure to monitoring use-cases. Strong experience with automation testing frameworks, including the development and execution of automated test cases. Excellent debugging, problem-solving, and analytical skills. Strong communication skills, with the ability to collaborate with diverse teams across geographies and time zones. Experience in working in agile development environments, with a focus on continuous integration and delivery. Passion for quality and a relentless drive to push the boundaries of what can be achieved in product excellence. Why Join Us: Opportunity to play a pivotal role in driving quality for a leading performance monitoring company with a focus on storage and networking monitoring. Collaborative and innovative work environment with a global team. Competitive salary and benefits package. Professional growth and development opportunities. Exposure to cutting-edge technologies and enterprise-level challenges. If you are a passionate QA Engineer with a strong background in automation, testing, and debugging in AWS, Cloud, and Kubernetes environments, and if you are eager to be the voice of quality in a rapidly growing company, we invite you to apply and help us raise the bar on product excellence.

In this role you would be responsible for day to day maintenance of engineering systems. You would also often act as the first line of support for internal applications while fixing bugs, developing and deploying small components of code. High Impact production issues often require coordination between multiple Engineering, Infrastructure and Product groups, so you get to experience a breadth of impact with various groups. What will you do at Fynd? Supporting the adoption team during setup, maintenance, and troubleshooting processes. Analyzing existing systems operations and developing preventative maintenance strategies. Identifying potential problems and notifying the relevant stakeholders in a timely manner. Excellent communication skills, both verbal and written, with the ability to convey technical concepts in a clear and understandable manner. Problem-solving abilities, customer-focused approach to handling inquiries and resolving issues. Ability to multitask, prioritize, and manage time effectively in a fast-paced customer support environment. Attention to detail and accuracy in documenting user interactions and resolutions. Ability to work independently as well as collaboratively in a team-oriented setting. Work closely with business in managing day to day issues, and resolve user queries. Knowledge of Ticketing Systems: Freshdesk, Hubspot, Zoho Desk, Jira Service Management. High availability for fast response to customers. Ability to join the dots around multiple events occurring concurrently and spot patterns. Technology experience of retail industry products or custom solutions (retail fashion & lifestyle, both physical and digital commerce channels) Experience in SAAS B2B software companies - an advantage.

> 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. Work Location : Chennai/Bangalore/Pune/Hyderabad Experience : 3-8 Years Requirement gathering and analyzing feasibility for automation. Providing solutions for problem statements that may arise during the process or throughout the entire Xceptor , RPA life cycle. Minimum 3 + years of relevant experience in Xceptor development. Building reusable components. Understanding the scope, building, and designing the business process framework based on the client's business processes and developing a project design to implement the process. Experience in leveraging a combination of Agentic AI and RPA. Extracting tabular data from PDFs. Extracting meaningful data captured by Stylus. Documentation review in accordance with the standard checklist and involvement in creating the CR for the processes if required from the business and for production Xceptor Development , Solution Design, Code review Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions 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 Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: Change Practice SME. Experience: 3-5 Years.

> 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 Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner 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 clients 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 to speed up resolution time 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 by performing a question diagnosis while guiding users through step-by-step solutions 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 Deliver No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: Payroll(HCM).

> 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 Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner 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 clients 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 to speed up resolution time 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 by performing a question diagnosis while guiding users through step-by-step solutions 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 Deliver No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: Mortgage( Active/ Default Servicing).

Only candidates with excellent english comm skills, Whatsapp cv on 9329130334 This role is a mix of supporting customers who reach out over live chat & emails You'll be chatting with e-commerce business owners globally (50+ countries)

> 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 Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner 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 clients 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 to speed up resolution time 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 by performing a question diagnosis while guiding users through step-by-step solutions 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 Deliver No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: Content Moderation.

Who We Are Applied Materials is the global leader in materials engineering solutions used to produce virtually every new chip and advanced display in the world. We design, build and service cutting-edge equipment that helps our customers manufacture display and semiconductor chips- the brains of devices we use every day. As the foundation of the global electronics industry, Applied enables the exciting technologies that literally connect our world- like AI and IoT. If you want to work beyond the cutting-edge, continuously pushing the boundaries of"science and engineering to make possible"the next generations of technology, join us to Make Possible® a Better Future. What We Offer Location: Bangalore,IND At Applied, we prioritize the well-being of you and your family and encourage you to bring your best self to work. Your happiness, health, and resiliency are at the core of our benefits and wellness programs. Our robust total rewards package makes it easier to take care of your whole self and your whole family. Were committed to providing programs and support that encourage personal and professional growth and care for you at work, at home, or wherever you may go. Learn more about our benefits . Youll also benefit from a supportive work culture that encourages you to learn, develop and grow your career as you take on challenges and drive innovative solutions for our customers."We empower our team to push the boundaries of what is possible"”while learning every day in a supportive leading global company. Visit our Careers website to learn more about careers at Applied. About Applied Materials Applied Materials, Inc. (NasdaqAMAT) is the leader in materials engineering solutions used to produce virtually every new chip and advanced display in the world. Our expertise in modifying materials at atomic levels and on an industrial scale enables customers to transform possibilities into reality. At Applied Materials, our innovations make possible the technology shaping the future. Applied Materials India is looking for a Manager to lead Application Team for Process Diagnostics and Control (PDC) Metrology product. Our PDC products comprise advanced imaging hardware- Deep UV Imaging, Scanning Electron Microscopy, and cutting-edge software to detect, measure and classify nanometer size defects from semiconductor fabrication process steps. Job Duties and Responsibilities: Builds and drives a highly professional team of Application Engineers Responsible for ensuring all team members are up to date with required training, and Technical Development of engineers Ensures correct assignment of engineers to customer and project, and extensive on-site support towards a successful product evaluation, multi-tool ramp and customer satisfaction Delivers hands-on technical training and presentations to local team and customer Qualifications and Skills: Masters in Material Science/Electronics/Physics/Instrumentation Engg with 10+ years of work experience Must have been in a people management role since at least last 3 years managing more than 10 headcounts in a dynamic environmentbuilding high performance team, career development Onsite customer support experience in Semiconductor domain Open to 25% travel to leading semiconductor chip manufacturing fabs overseas Applied Materials is committed to diversity in its workforce including Equal Employment Opportunity for Minorities, Females, Protected Veterans and Individuals with Disabilities. Additional Information Time Type: Full time Employee Type: Assignee / Regular Travel: Yes, 25% of the Time Relocation Eligible: Yes Applied Materials is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, national origin, citizenship, ancestry, religion, creed, sex, sexual orientation, gender identity, age, disability, veteran or military status, or any other basis prohibited by law.

Who We Are Applied Materials is the global leader in materials engineering solutions used to produce virtually every new chip and advanced display in the world. We design, build and service cutting-edge equipment that helps our customers manufacture display and semiconductor chips- the brains of devices we use every day. As the foundation of the global electronics industry, Applied enables the exciting technologies that literally connect our world- like AI and IoT. If you want to work beyond the cutting-edge, continuously pushing the boundaries of"science and engineering to make possible"the next generations of technology, join us to Make Possible® a Better Future. What We Offer Location: Bangalore,IND At Applied, we prioritize the well-being of you and your family and encourage you to bring your best self to work. Your happiness, health, and resiliency are at the core of our benefits and wellness programs. Our robust total rewards package makes it easier to take care of your whole self and your whole family. Were committed to providing programs and support that encourage personal and professional growth and care for you at work, at home, or wherever you may go. Learn more about our benefits . Youll also benefit from a supportive work culture that encourages you to learn, develop and grow your career as you take on challenges and drive innovative solutions for our customers."We empower our team to push the boundaries of what is possible"”while learning every day in a supportive leading global company. Visit our Careers website to learn more about careers at Applied. Introduction Applied Materials is the leader in materials engineering solutions used to produce virtually every new chip and advanced display in the world. This position is based In Bengaluru. Primary responsibility will be to help support/maintain and migration of our MES products. You will be required to work with various stakeholder internally & externally to support the product. Key Responsibilities Execute the design, analysis, or evaluation of assigned projects using sound engineering principles and adhering to business standards, practices, procedures, and product / program requirements Core subject matter expert would be around MES (Manufacturing Execution System) Modeling, QA and Deployment Oracle database administration (Unix/RHEL) Should have good communication and co-ordination skills and thorough in documentation." Ability to work independently and with others across stakeholder like Customers & their IT team, development teams and other supporting services." Should be proactive identifying support needs and preventing them. Should be able to debug and troubleshoot application. Identify bottlenecks and devise solutions to overcome the same. Look for continuous improvement opportunities and identify/propose improvements." Help maintain customer defect data and bring in automation. Technical Skills required:" Experience in MES (Manufacturing Execution System) domain including business requirements understanding, Configuration, MES Modelling, Deployment to Production at customer site. Hands on experience in Oracle database covering PL/SQL programming, Installation, Configuration, Administration and Query Optimization Hands on experience in MES functionality QA Testing with modules like Work In Progress, Tracking and Genealogy, Data Collection, Process Management, Scheduling and Dispatch, Quality Defect Management, Maintenance Management, MES Interface to Enterprise applications (Upstream) and Equipment (Downstream) Preferred to have working experience in semiconductor industry or semiconductor (Front-End or Back-End) knowledge. Experience in UNIX/ RHEL or OpenVMS Platform Experience in Tibco RV, DMQ and Web Service 3 - 7years experience in system administrator or configuring an MES(PROMIS or any other) system in a production semiconductor, LCD, LED & Solar environment. Solid skills and experience in UNIX, Linux, VMS, and Windows operating systems, networking, shell scripting. Additional Information Time Type: Full time Employee Type: Assignee / Regular Travel: Yes, 25% of the Time Relocation Eligible: Yes Applied Materials is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, national origin, citizenship, ancestry, religion, creed, sex, sexual orientation, gender identity, age, disability, veteran or military status, or any other basis prohibited by law.

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 Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner 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 clients 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 to speed up resolution time 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 by performing a question diagnosis while guiding users through step-by-step solutions 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 Deliver No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: Customer Service(Product&Service).

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 Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner 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 clients 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 to speed up resolution time 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 by performing a question diagnosis while guiding users through step-by-step solutions 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 Deliver No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: Retail Banking(Card Operations).

Its fun to work at a company where people truly believe in what they are doing! Job Description: Job Title: Customer Support Intern Epiq Company/Division: Epiq - Legal Solutions Location: Hyderabad, India Reports To: Product Development Manager Shift: 6PM - 3AM Monday to Friday and 6PM - 3AM Thursday to Monday Position Overview The L1 - Customer Support Specialist is responsible for providing high-quality customer experience for the in-house products to customers and stakeholders across the world through e-mail, phone interactions, chat, desktop screen-sharing and by using incident tracking system. The fundamental goal of this position is to help our customers achieve success who are using our in-house products. Job Responsibilities Help resolve software and technical questions for the customer efficiently and effectively. Gather the required information necessary to best handle customer software and technical inquiries. Manage customer expectations regarding estimated response times for issue resolution. Meet SLAs like response and resolution times by partnering within L1, L2 and L3 Support teams. Extensively research and document customer technical issues in the Knowledge Base. Collaborate with Product Development and Product Support team members to properly manage customer inquiries and escalate when appropriate. Partner with Product Development and Product Support team members on various strategic projects when needed. Own customer technical issues from initial report to resolution, communicating with customers and stakeholders regularly regarding issue status. Run monitoring reports for usage, performance, and/or availability. Document solutions for Knowledge Base and bring new ideas for innovation and automation excellence into the Support team. Qualifications and Skills 0 - 1 years of relevant experience in L1 technical customer support (voice and email), with a strong customer interaction experience. Passion to be a part of a hardworking and winning team. Ability to multi-task in a fast-paced environment. Excellent ability to learn and articulate software-related and technical concepts. Strong active listening skills and excellent written and oral communications skills. An obsession towards Customer Service. Strong attention to detail when communicating with customers and stakeholders (verbal written). Ability to empathize with customers and convey confidence. Strong documentation skills. Ability to multi-task and work separate issues in a fast paced dynamic company environment. Demonstrated ability to work independently with limited direction or as part of a team. High energy, proactive and approachable personality who enjoys solving a diverse set of problems. Proven problem-solving abilities and creative thinking. Flexibility to work in shifts. Bachelor s Degree in Computer Science Engineering (or related technical discipline). Leadership Competencies Client Focus- Engages with the clients, both internal and external, and their needs as a primary focus; builds a sustaining collaborative and productive relationship with clients; seeks to understand client situations, issues, expectations, etc. ; takes appropriate action to meet client needs and address concerns; implements or utilizes methods to monitor and evaluate client feedback; appropriately meets client needs without jeopardizing business outcomes or results. Results Oriented- Sets stretch goals for personal accomplishment and works tenaciously to achieve those goals; acts with a sense of urgency; takes the initiative on actions; establishes metrics to monitor progress and measure success; maintains focus by avoiding or overcoming roadblocks. Integrity - Behaves in an honest, fair and ethical manner; shows consistency in words and actions; does what he/she commits to doing; respects the confidentiality of information or concerns shared by others; is honest and forthright with people; carries his/her fair share of the workload; takes responsibility for own mistakes. Entrepreneurial Orientation - Proposes innovative business opportunities/ideas to customers and business partners; encourages and supports entrepreneurial behavior in others; demonstrates willingness to take calculated risks to achieve business goals. Decisiveness - The ability to make well informed, effective, and timely decisions even when data is limited, or solutions produce unpleasant consequences; perceives the impact and implications of decisions; ability to make tough decisions. If you like wild growth and working with happy, enthusiastic over-achievers, youll enjoy your career with us! It is Epiq s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.

support team responsible for providing technical assistance to zeta clients and internal business functions. This is a customer-facing role, and requires excellent prioritization, responsiveness, and customer service, along with excellent verbal communication skills. Answering questions from customers about the features and capabilities of our Zeta Application products. Developing customer-facing documentation on using certain features on needed basis. Ensure that end-to-end display campaigns are run effectively, including tagging, trafficking, and optimization. Become a subject matter expert on Programmatic topics such as: platform functionality, campaign best practices, pixel implementation, creative troubleshooting, and more Provide technical support of Programmatic platforms, campaign performance, and external DSP tools Triage support tickets with issue summary, urgency, and next steps when input is needed from backend engineering teams Shift Timings: Night Shift (EST & PST) Education: BSC / BTech / MCA / MSC Must have Skills: Functional Skills and Experiences At least 3+ years experience in 24/7 environment providing technical support Extensive problem solving and debugging skills Excellent interpersonal and communication skills Flexible in working outside of core business hours at short notice Should have excellent written and verbal communication skills Experience of managing customers across locations/ geographies is preferred Deep knowledge of the programmatic ecosystem In-depth understanding of DSPs, programmatic advertising, real-time bidding, and ad operations. Demonstrated analytical ability Experience with troubleshooting ad delivery issues, pixel/tag implementation, and bid optimization. Experience using DSPs including (but not limited to): DoubleClick Bid Manager, The Trade Desk, and AppNexus. Zeta DSP a plus Deep understanding of Ad Tech industry and how Demand-Side Platforms (DSPs), Ad Servers, Attribution Platforms, etc. work in conjunction Technical Skills and Experiences: Strong MySQL/Oracle database with minimum 2 yrs. of work experience involving DB (MySQL, Vertica, HIVE) Good Knowledge with Hands on experience on Linux Operating system Web technologies & Networking Basics Good to Have: Certification in programmatic platforms (e.g., Google Marketing Platform, The Trade Desk).

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. Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner 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 SLA??s defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients 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 to speed up resolution time 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 by performing a question diagnosis while guiding users through step-by-step solutions 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 Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: Institutional_Finance_Buy_Side_Others. Experience: 8-10 Years.

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. Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner 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 clients 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 to speed up resolution time 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 by performing a question diagnosis while guiding users through step-by-step solutions 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 Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: Institutional_Finance_Buy_Side_Others. Experience: 3-5 Years.

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 Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner 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 clients 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 to speed up resolution time 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 by performing a question diagnosis while guiding users through step-by-step solutions 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 Deliver No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: Legal Services.

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. Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner 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 clients 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 to speed up resolution time 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 by performing a question diagnosis while guiding users through step-by-step solutions 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 Deliver NoPerformance ParameterMeasure 1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: Institutional_Finance_Buy_Side_Others. Experience: 1-3 Years.

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems 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 monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner 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 people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure 1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT 2Team ManagementProductivity, efficiency, absenteeism 3Capability developmentTriages completed, Technical Test performance Mandatory Skills: .NET. Experience: 5-8 Years.