Vaga de Desenvolvedor de Sistemas

Atribuições

Role purpose the purpose of the role is to provide effective technical supportto the process and actively resolve client issues directly or throughtimely escalation to meet process slas. Do support process by managing transactions as per requiredquality standards fielding all incoming help requests from clients via telephoneand/or emails in a courteous manner document all pertinent end user identification information,including name, department, contact information and nature of problem orissue update own availability in the rave system to ensureproductivity of the process record, track, and document all queries received, problem-Solving steps taken and total successful and unsuccessful resolutions follow standard processes and procedures to resolve all clientqueries resolve client queries as per the slas defined in thecontract access and maintain internal knowledge bases, resources andfrequently asked questions to aid in and provide effective problemresolution to clients identify and learn appropriate product details to facilitatebetter client interaction and troubleshooting document and analyze call logs to spot most occurring trends toprevent future problems maintain and update self-Help documents for customers to speedup resolution time identify red flags and escalate serious client issues to teamleader in cases of untimely resolution ensure all product information and disclosures are given toclients before and after the call/email requests avoids legal challenges by complying with service agreements deliver excellent customer service through effectivediagnosis and troubleshooting of client queries provide product support and resolution to clients by performinga question diagnosis while guiding users through step-By-Step solutions assist clients with navigating around product menus andfacilitate better understanding of product features troubleshoot all client queries in a user-Friendly, courteousand professional manner maintain logs and records of all customer qu