Web Author

Guadalajara, Mexico
- DOP
- 3112823

**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**
- 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_
- 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_
- 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_

**Stakeholder Interaction**

***

**Stakeholder Type**

**Stakeholder Identification**

**Purpose of Interaction**

**Internal**
- Team Leaders_
- Performance review_
- HR- Hiring and employee engagement and retention_
- Training Team_
- Capability development_
- Technical Lead_
- Training, issue escalation/ resolution_

**External**
- Client_
- Query Resolution_

**Display**

Lists the competencies required to perform this role effectively:

- **Functional Competencies/ Skill**
- Process Knowledge - Knowledge of assigned process, tools and systems - **Foundation to Competent**

**Competency Levels**

**Foundation**

Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with mínimal support and guidance.

**Competent**

Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.

**Expert**

Applies the competency in all situations and is serves as a guide to others as well.

**Master**

Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.
- **Behavioral Competencies**
- Collaborative working
- Problem solving and decision making
- Attention to Detail
- Execution Excellence
- Client (Internal) Centricity
- Effective Communication

**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

Content Mgt./ Web Publishing(Digital)

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.