Be able to understand nature of client issues and resolve them in timely and efficient manner
Responsible for resolving client issues via Live Chat, Email, Phone and Remote software
Self-motivated and be team player
Maintain the highest level of technical and process expertise, specific to the Industry, client processes, applications/utilities and products
Maintain the highest level of soft-skills and telephone etiquettes
Handle cases/schedules and escalations appropriately
Maintain policies and procedures when working with clients and provide appropriate information
Collaborate with team members on knowledge transfer, procedures and standards
Maintain accurate records of daily communications and issues resolve
He/She is supposed to maintain 100 % quality in terms of documenting the cases with the required information(complete and detailed documentation of the resolution and the root cause)