Customer Service Advisor

The HIRD- USA; Atlanta (GA); On-site; USD 36,000 - 60,000; Full time

Job summary

The HIRD- USA is seeking a dedicated technical support specialist to provide effective assistance for process-related issues. You will handle client inquiries by phone and email, document key details, and ensure timely resolution within contract SLAs.

You will also update systems, maintain knowledge bases, and escalate complex problems as needed. Responsibilities include diagnosing issues, guiding users through solutions, and ensuring high-quality customer service while maintaining thorough logs

Qualifications

• Provide effective technical support to resolve client issues.
• Field incoming help requests via phone and email in a courteous manner.
• Document end user details and problem nature for resolution.
• Record and track queries and resolutions per procedures.
• Identify product details to improve interaction and troubleshooting.

Responsibilities

• Manage transactions per required quality standards.
• Update availability in the RAVE system to maintain productivity.
• Follow standard processes to resolve client queries.
• Resolve queries per defined SLAs and contract provisions.
• Maintain knowledge bases and self-help materials.
• Escalate serious issues to team leader when needed.
• Provide step-by-step guidance to diagnose and resolve issues.

Skills

Customer service

Troubleshooting

Communication

Documentation

Job description

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

͏

Do

• Support process by managing transactions as per required quality standards
• Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
• Update own availability in the RAVE system to ensure productivity 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 client queries
• Resolve client queries as per the SLAâÃÂÃÂs defined in the contract
• Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
• Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
• Document and analyze call logs to spot most occurring trends to prevent future problems
• Maintain and update self-help documents for customers to speed up resolution time
• Identify red flags and elevate serious client issues to Team leader in cases of untimely resolution
• Ensure all product information and disclosures are given to clients before and after the call/email requests
• Avoids legal challenges by complying with service agreements

͏

• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
• Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
• Assist clients with navigating around product menus and facilitate better understanding of product features
• Troubleshoot all client queries in a user-friendly, courteous and professional manner
• Maintain logs and records of all customer queries as per the standard procedures and guidelines
• Accurately process and record all incoming call and email using the designated tracking software
• Offer alternative solutions to clients (where appropriate) with the objective of retaining customersâÃÂàand clientsâÃÂàbusiness
• Organize ideas and effectively communicate oral messages appropriate to listeners and situations
• Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

͏

• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
• Undertake product trainings to stay current with product features, changes and updates
• Enroll in product specific and any other trainings per client requirements/recommendations
• Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
• Update job knowledge by participating in self learning opportunities and maintaining personal networks