Contract Management Specialist
2 weeks ago
Role Overview
The purpose of this role is to provide effective technical support to our clients. As a Contract Management Specialist, you will actively resolve client issues directly or through timely escalation to meet process SLAs.
Key Responsibilities
- Manage transactions as per required quality standards
- Field all incoming help requests from clients in a courteous manner
- Document all pertinent end user identification information, including name, department, 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 SLAs defined in the contract
Requirements
- Product knowledge and troubleshooting skills
- Effective communication and interpersonal skills
- Ability to work in a fast-paced environment and prioritize tasks effectively
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