PURPOSE: • Achieve deep knowledge and expertise on the daily processes used by Agents. Serve as a resource and support to the Agents to enable them to complete their process work successfully and learn how to perform duties without the need for support. This position will be located in Reno, NV.
ESSENTIAL FUNCTIONS:
Support the complex / critical jobs on a daily basis with high personal diligence in carrying out work with primary focus on Compliance, Quality, Timeliness and Productivity
Mentor, provide knowledge support to the PE, SPE’s in complying to all Work Instructions, ensure high level of integrity in self and team execution of tasks
Support conducting quality audits in time, ensure timely feedback to associates to improve quality, ensure errors are root caused, corrective and preventive actions are put in place by associate.
Ability to front end learning sessions with Clients and train the teams. Quick learning and perfect change orientation ensure teams are get right inputs in right time.
Effectively triaging the complex cases that need research and root causing, then working with internal and external parties complying to customer centric approach while strictly adhering to standard guidelines & work instructions
Proactively communicate the progress on tasks, failures, resolution and status on time
Flexible and collaborative behavior in handling different tasks across the month to cater to changing workflow demands (month close, quarter close calendars etc.)
Handle / Guide the team in managing escalations, expectations per timelines, for both customers and internal stakeholders
Strict adherence to Work Instructions, proactively think about potential failures down the line with changes and bring to the notice of leadership and ensure resolution on work procedures
Support the teams to identify process improvements to reduce waste, improve quality & compliance for overall improved customer experience (both external and internal customers)
Applications and system savvy to quickly adapt to changes in IT Systems. Design thinking to suggest UI / display parameter configuration to improve efficiencies and quality
JOB KNOWLEDGE, SKILLS AND ABILITIES:
An action-oriented attitude, with strong organizational, analytical, mentoring and problem solving skills
Good MS Excel, Word, and Team capabilities
Good communication skills to drive internal training, mentoring sessions etc.
Deep understanding of sales operations, contract setup, contract workflows, billing and customer set up activities among other related processes
Process improvement mindset, logical thinking, reasoning and questioning the status quo, ability to lead brain storming sessions for root causes analysis
The ability to learn fast, and train the teams in time. Should be able to get cross trained across multiple activities
Dependable, motivated, self-starter attitude with the ability to work independently when required
Candidate required to complete all internal training certification, conduct professional behavior
EDUCATION / WORK EXPERIENCE:
Must have 3+ years of relevant work experience with minimum 1+ years of relevant experience in business process services
High school diploma
Process Specialist - Tech Support
Qualification:
Graduate (exclusion:
BE/BTech/MCA) or High School graduate or above as may be applicable in the Geo
Responsibility:
Stakeholder/Business Management:
• • They serve all client business divisions with the client side interactive components using JavaScript / JQuery, Ad development through various mobile Ad producer tools, creating expanded ads with page redirects with customize animation and image galleries etc….
• Design/Develop Creative artifacts for Ads as per client supplied brief and within brand and design guidelines.
• Web:
Develop internet / intranet web pages in the prescribed format adhering to client requirements within agreed TAT
Customer Relationship Management:
• • Provide information, educate customer to update trackers, update required applications & tools and keep SME and TL informed of new issues.
For Voice processes Only:
:
• • Effectively communicate information on products/services and/or trouble shoot issues within the specified time frames agreed upon with the client, in a manner that is understandable by the end user/ customer & educate customer.
• • Connect with the customer & provide highest level of customer satisfaction.
• • Update trackers, Create, categorize and prioritize tickets and update required applications & tools and keep SME and TL informed of new issues.
• • Probe effectively & efficiently to understand customers issue and report incident and resolve all issues received on phone.
• • Process Executives are expected to call back on time.
Process Improvements and Adherence:
• • Meet process SLAs / metrics – productivity and quality targets within the established timelines.
• • Ensure process guidelines are followed and met as documented.
• • Stay updated with the process knowledge / changes refer to knowledge updates/ repositories to effectively process transactions.
• • Adhere to security practices set by organization.
Project Control, Management and Review / Program delivery:
• • Receive tickets/work on issues related to respective process.
• • Raise/update CRM tool under required categories for issues identified or escalate to the SME / TL.
For Voice Processes Only:
:
• • Receive Inbound calls / make outbound call to support customers on issues related to account management, CRM issues, customization, analytics, creating Dashboards, creating reports, features etc.
• • Make outbound calls to follow up / confirm resolution.
People / Team:
• • Contribute to and participate proactively in knowledge sharing sessions.
• • Participate and contribute to organizational activities.
Technical Skills
SNo
Primary Skill
Proficiency Level *
Rqrd./Dsrd.
1
MS Excel
PL4
Required
Domain Skills
SNo
Primary Skill
Proficiency Level *
Rqrd./Dsrd.
1
Customer Support
PL4
Required
* Proficiency Legends
Proficiency Level
Generic Reference
PL1
The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.
PL2
The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects.
PL3
The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects.
PL4
The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.