Job Summary

& Responsibilities of Support Executive:

• Answer inbound phone calls
• Provide customer an update on the progress of a SR/ASR/Incident. Help speed up by adding comments in the ticket to follow up with the processor in alignment with the customer’s request
• Guide customers when to create service requests and ASRs where applicable and incidents when appropriate.
• Guide customers on self-service enablement
• Advise customers on SR/ASR/Incident priority validating business justification
• Upgrade/downgrade ticket priority for incidents aligned with business justification
• Support customer queries on lead time.
• Support customers in finding the right stakeholders to connect with for addressing their queries.
• Guide customers how to schedule an expert consultation
• First Level Resolution for basic queries/ issues
• Monitor inbound e-mails and manually create cases where automated case creation fails.
• Monitor unassigned cases and service request tickets
• Dispatch cases to regional CoEs and assign cases and service request tickets to processors
• Ensure proper documentation (calls or ticket) for follow-up/ resolution
• Support the shift coordinators and global head with operational activities
• Ramp up quickly on the technical and functional domains
• Identify, analyze, and resolve customer issues, independently
• Be proactive in reviewing case and ticket queues and react in a timely manner to avoid SLA breaches
• Coordinate with Team Leader, Delivery Manager, and in documentation, presentations, and overall project delivery
• Show initiative and drive topics to resolution in an elevated level of quality, speed, reliability, and efficiency
• Contribute to the team spirit by supporting an environment of continuous learning, exchanging of ideas & thoughts, and embracing a culture of innovation

 

Skill Set Required:

• Ability and willingness to learn fast and quickly adopt to change
• Ability to consume, digest, and analysis from multiple systems of record
• Ability to quickly analyze complex situations and find potential solutions/ next steps
• Experience with guided troubleshooting

People-orchestration and coordination skills (pulling in the right experts at the right time, navigating the back-end support org)

Key Responsibilities

1. Manage Complex Inbound And Outbound Calls By Providing Expert Assistance And Resolving Escalated Customer Issues Through Technical Diagnosis And Troubleshooting.
2. Implement Escalation Procedures For Issues Beyond Agent Control, Ensuring First Call Resolution And Maintaining Customer Satisfaction.
3. Monitor And Evaluate The Quality Of Customer Interactions, Delivering Constructive Feedback And Coaching To Enhance The Performance Of Junior Associates.
4. Assist In Onboarding New Team Members By Providing Training And Ongoing Support, Fostering A Culture Of Continuous Learning And Improvement.
5. Lead Initiatives To Optimize Call Handling Processes And Enhance Overall Customer Service Efficiency, Utilizing Customer Satisfaction Management Techniques.

Skill Requirements

1. Technical Diagnosis And Troubleshooting Skills
2. Proficient Written And Verbal Communication Abilities
3. Familiarity With Customer Satisfaction Management Principles
4. Service Mindset With A Focus On Delivering Exceptional Customer Service

Other Requirements

1. Optional Certifications In Customer Service Or Technical Support Are Valuable But Not Mandatory