Process Executive - Tech Support

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 customizing 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 customers 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 troubleshoot issues within the specified time frames agreed upon with the client, in a manner that is understandable by the end-user/ customer & educate the customer.
• Connect with the customer & provide the 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' issues and report incidents 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 the organization.

Project Control, Management, and Review / Program delivery:

• Receive tickets/work on issues related to the 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 calls to support customers on issues related to accounting 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.