Associate

Role Purpose:
Provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
Key Responsibilities:
- Manage transactions and field incoming help requests from clients via telephone and/or email in a courteous manner.
- Document end-user identification, contact information, and problem details accurately.
- Track, record, and document all queries, problem-solving steps, and resolution outcomes.
- Follow standard processes to resolve client queries within defined SLAs.
- Maintain internal knowledge bases, FAQs, and self-help documents to aid problem resolution.
- Analyze call logs to identify recurring trends and implement preventive measures.
- Escalate serious client issues to team leaders when necessary.
- Provide product support, troubleshoot queries, and guide users through step-by-step solutions.
- Assist clients with product navigation and feature understanding.
- Record all interactions using designated tracking software and follow up for feedback.
- Participate in product training and continuous learning to stay updated on features and updates.
Performance Metrics:
Cases resolved per day, SLA compliance, quality standards, customer feedback, productivity, and training completion.
Mandatory Skills:
Billing, Metering, and related domain knowledge.