Job Description

The Management Trainee will provide effective technical support to processes and actively resolve client issues directly or through timely escalation to meet process SLAs. Key responsibilities include:

• Managing transactions as per required quality standards.
• Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner.
• Documenting all pertinent end-user identification information, including name, department, contact information, and nature of the problem or issue.
• Updating own availability in the RAVE system to ensure productivity of the process.
• Recording, tracking, and documenting all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions.
• Following standard processes and procedures to resolve all client queries.
• Accessing and maintaining internal knowledge bases, resources, and frequently asked questions to aid in and provide effective problem resolution to clients.
• Identifying and learning appropriate product details to facilitate better client interaction and troubleshooting.
• Documenting and analyzing call logs to spot most occurring trends to prevent future problems.
• Maintaining and updating self-help documents for customers to speed up resolution time.
• Identifying red flags and escalating serious client issues to the Team Leader in cases of untimely resolution.
• Ensuring all product information and disclosures are given to clients before and after the call/email requests.
• Avoiding legal challenges by complying with service agreements.

Skills Required

• Communication Skills