Determine and research through Web Portal on client issues such as product functionality and develop and respond with timely solutions.
Guide customers to resolve issues consultatively.
Troubleshoot all levels of issues and identify resources for resolving.
Engage in hands – on training programs to learn technical processes and products suite.
Manage and respond to client queries and inform customers on issue resolution.
Inform senior analysts on escalations and engage appropriate personnel to determine and arrive at resolutions.
Engage in special projects to better service and product quality and enhance client satisfaction.
Define and evaluate requirements of end users to develop technical solutions.
Communicate with senior management periodically on client implementation status updates.
Inform issue status to client base and manage their expectations.
Update client regularly on current issues for procuring additional information.
Coordinate with other departments to resolve client issues.
Develop product working knowledge.
Responsible for establishing successful relationships with internal departments.