RPS Xceptor Developer

Job Description

> 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.