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Business Associate

Zoek Pin Tadbund Hyderabad, Hyderabad, Telangana

Permanent (Full time)

Posted 31 days ago

Process Specialist - Tech Support Qualification : Graduate (exclusion : BE/BTech/MCA) or High School graduate or above as may be applicable in the Geo Responsibility : Stakeholder/Business Management : • They serve all client business divisions with the client side interactive components using JavaScript / JQuery, Ad development through various mobile Ad producer tools, creating expanded ads with page redirects with customize animation and image galleries etc…. Design/Develop Creative artifacts for Ads as per client supplied brief and within brand and design guidelines. • Web : Develop internet / intranet web pages in the prescribed format adhering to client requirements within agreed TAT Customer Relationship Management : • Provide information, educate customer to update trackers, update required applications & tools and keep SME and TL informed of new issues. For Voice processes Only : : • Effectively communicate information on products/services and/or trouble shoot issues within the specified time frames agreed upon with the client, in a manner that is understandable by the end user/ customer & educate customer. • Connect with the customer & provide highest level of customer satisfaction. • Update trackers, Create, categorize and prioritize tickets and update required applications & tools and keep SME and TL informed of new issues. • Probe effectively & efficiently to understand customers issue and report incident and resolve all issues received on phone. • Process Executives are expected to call back on time. Process Improvements and Adherence : • Meet process SLAs / metrics – productivity and quality targets within the established timelines. • Ensure process guidelines are followed and met as documented. • Stay updated with the process knowledge / changes refer to knowledge updates/ repositories to effectively process transactions. • Adhere to security practices set by organization. Project Control, Management and Review / Program delivery : • Receive tickets/work on issues related to respective process. • Raise/update CRM tool under required categories for issues identified or escalate to the SME / TL. For Voice Processes Only : : • Receive Inbound calls / make outbound call to support customers on issues related to account management, CRM issues, customization, analytics, creating Dashboards, creating reports, features etc. • Make outbound calls to follow up / confirm resolution. People / Team : • Contribute to and participate proactively in knowledge sharing sessions. • Participate and contribute to organizational activities. Must Have Skills Customer Service Employee Status : Contractor Shift : Day Job Travel : No Job Posting : Mar 16 2021

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