Technical Process Specialist

Technical Process Specialist

Job description :

  • Executes transactions as per prescribed timelines
  • Performs Initial troubleshooting to identify root cause and provides resolution to customer
  • Reviews ,validates inputs from process executives and assist them to execute transactions without errors
  • Provide first /second level technical support, service restoration, fulfillment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems.
  • Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Executes transactions as per prescribed timelines.

Provides remote assistance to End Users (phone, email, chat and other channels)

Job responsibilities:

  • Actively troubleshoot to identify, assess, record, resolve or escalate incidents and service requests ensuring they are handled within an agreed time limit and within agreed processes
  • To participate in an on call Rota, providing a 24 hours, first line support service to users.
  • Response, diagnosis, resolution and tracking by phone, email, chat and social media of customer support queries.
  • Maintain response and resolution speed as defined by SLOs
  • Keep high customer satisfaction scores and follow quality standards in 90% of cases.
  • Use existing knowledge base to provide a customer facing root cause assessment.
  • Provide customer facing bug progress summary using available tools and platforms.
  • Handle escalations raised by customers and partners.
  • Handle consults from the lower tier to assist in case resolution
  • Ability to identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects

Confidently communicate current performance and improvement ideas with client