Expected: Processing Data : Processing transactions assigned as per SOPs Handling calls Voice : Handle customer support calls, resolve issues and complete after-call work Issue Resolution: Identifies, analyses and solves the incidents/tickets. Training: Attends one on one need-based domain/project/technical trainings as needed Escalation: Escalate problems to appropriate individuals/support team based on established guidelines and procedures. Monitoring: Monitors progress of requests for support and ensures users and other interested parties are kept informed. Status Reporting: Report status of tasks assigned, comply with project related reporting standards/process Manage knowledge: Consume project related documents, share point, libraries and client universities Release: Adhere to release management process Skill Examples:
1. Customer Focus: Focus on providing a prompt and efficient service to customers, goes out of the way to ensure that individual customer needs are met.
2. Attention to detail to ensure SOPs are followed and mistakes are not knowingly made
3. Team Work: Respect others and work well within the team.
4. Communication: Speak clearly and write in a clear and concise manner. Uses appropriate style and language for communication (Data)
5. Communication: Speaks in an accent neutral manner or with the accent required for the process, with good vocabulary and grammar skills. Writes clearly (Voice)
6. Willingness and ability to learn new skills, domain knowledge, etc.
7. Frontline resource - Voice/Backoffice/Testing Knowledge Examples:
1. Familiar with Windows Operating Systems, MS Word, MS Excel, etc.
2. English comprehension – Reading, Writing and Speaking
3. Basic domain knowledge if possible
4. Experience level – Less than 2 years