Associate

The Technical Support Specialist plays a pivotal role in ensuring the smooth operation of processes by offering effective technical assistance to clients. They are responsible for managing transactions, resolving client issues, and maintaining high service level agreements (SLAs).

Responsibilities

1. Transaction Management. Handle transactions according to quality standards.
2. Client Support. Field incoming help requests via phone and email, ensuring courteous and efficient service.
3. Documentation. Record all relevant end user information and details of the issue for reference.
4. Availability Management. Update availability in the system to maximize productivity.
5. Query Tracking. Document and track all queries, including steps taken for resolution.
6. Standard Process Adherence. Follow established processes and procedures for query resolution.
7. SLA Compliance. Resolve client queries within defined SLAs.
8. Knowledge Base Utilization. Access internal knowledge bases and resources for effective problem resolution.
9. Product Familiarity. Learn product details to enhance troubleshooting and client interaction.
10. Trend Analysis. Analyze call logs to identify recurring issues and prevent future problems.
11. Self-Help Documentation. Maintain and update self-help documents for faster issue resolution.
12. Issue Escalation. Identify and escalate serious issues to team leaders for timely resolution.
13. Legal Compliance. Ensure compliance with service agreements to avoid legal challenges.

Deliverables

1. Customer Service Excellence. Diagnose and troubleshoot client queries effectively, providing step-by-step solutions and product support.
2. User Guidance. Assist clients in navigating product menus and understanding features.
3. Record Keeping. Maintain accurate logs and records of all customer queries.
4. Alternative Solutions. Offer alternative solutions to retain customer satisfaction and business.
5. Effective Communication. Communicate effectively with clients, ensuring clarity and understanding.
6. Follow-Up. Make scheduled callbacks to record feedback and ensure compliance with SLAs.

Capability Building

1. Product Training. Stay updated with product features, changes, and updates through training sessions.
2. Continuous Learning. Participate in self-learning opportunities and maintain professional networks for knowledge enhancement.

Stakeholder Interaction

Internal Stakeholders

1. Team Leaders. Performance reviews.
2. HR. Hiring, employee engagement, and retention.
3. Training Team. Capability development.
4. Technical Lead. Training, issue escalation/resolution.

External Stakeholders

1. Clients. Query resolution and support.

Functional Competencies/ Skills

1. Process Knowledge. Foundation to Competent.

Behavioral Competencies

• Collaborative Working
• Problem Solving and Decision Making
• Attention to Detail
• Execution Excellence
• Client (Internal) Centricity
• Effective Communication

This framework ensures that the Technical Support Specialist effectively supports clients, maintains operational excellence, and fosters positive stakeholder relationships.