Data Analyst

Role Purpose:
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

Key Responsibilities:
- Support the process by managing transactions as per required quality standards.
- Field incoming help requests from clients via telephone and/or emails in a courteous manner.
- Document end-user identification, contact information, and the nature of problems or issues.
- Update availability in tracking systems and record, track, and document all queries, problem-solving steps, and resolutions.
- Follow standard processes to resolve client queries within defined SLAs.
- Access and maintain internal knowledge bases, resources, and FAQs to aid effective problem resolution.
- Identify and learn product details to facilitate better client interaction and troubleshooting.
- Document and analyze call logs to spot recurring trends and prevent future problems.
- Maintain and update self-help documents for customers to speed up resolution time.
- Identify red flags and escalate serious client issues to team leaders when necessary.
- Ensure all product information and disclosures are provided before and after interactions.
- Comply with service agreements to avoid legal challenges.
- Deliver excellent customer service through effective diagnosis and troubleshooting.
- Guide users through step-by-step solutions and assist with navigating product menus.
- Accurately process and record incoming calls and emails using designated tracking software.
- Offer alternative solutions to retain customer business.
- Organize ideas and communicate effectively across different situations.
- Follow up with scheduled callbacks to record feedback and ensure SLA compliance.
- Undertake product trainings to stay current with features and updates.
- Partner with team leaders to brainstorm training themes and address learning issues.
- Continuously update job knowledge through self-learning opportunities and professional networks.

Performance Parameters:
- Process: Cases resolved per day, compliance to process and quality standards, meeting SLAs, Pulse score, Customer feedback.
- Self-Management: Productivity, efficiency, absenteeism, training hours, and number of technical trainings completed.