Technical Process Specialist

2 days ago

Mumbai, Maharashtra, India beBeeTechnicalLead Full time ₹ 15,00,000 - ₹ 25,00,000

Job Title: Technical Lead

About the Role:

We are seeking an experienced Technical Lead to join our team. As a key member of our organization, you will play a vital role in supporting process delivery by ensuring daily performance of our Production Specialists.

Main Responsibilities:

  • Resolve technical escalations and develop technical capability within the Production Specialists.
  • Review daily transactions on performance parameters and ensure compliance to process and quality standards.
  • Support the team in improving performance parameters by providing technical support and process guidance.
  • Record, track, and document all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions.
  • Ensure standard processes and procedures are followed to resolve all client queries.
  • Resolve client queries as per the SLA's defined in the contract.

Additional Responsibilities:

  • Develop understanding of process and product for the team members to facilitate better client interaction and troubleshooting.
  • Document and analyze call logs to spot most occurring trends to prevent future problems.
  • Identify red flags and escalate 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.

Requirements:

  • Strong technical knowledge.
  • Able to manage and resolve technical roadblocks and escalations as per SLA and quality requirements.
  • Provide product support and resolution to clients by performing question diagnosis while guiding users through step-by-step solutions.
  • Troubleshoot all client queries in a user-friendly, courteous, and professional manner.
  • Offer alternative solutions to clients where appropriate with the objective of retaining customers and clients' business.
  • 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 SLA's.
  • Mentor and guide Production Specialists on improving technical knowledge.
  • Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist.
  • Develop and conduct trainings, triages within products for production specialist as per target.
  • Inform client about the triages being conducted.
  • Undertake product trainings to stay current with product features, changes and updates.
  • Enroll in product specific and any other trainings per client requirements recommendations.
  • Identify and document most common problems and recommend appropriate resolutions to the team.
  • Update job knowledge by participating in self-learning opportunities and maintaining personal networks.

Stakeholder Interaction:

  • Communication with Team Leaders for performance review.
  • HR for hiring and employee engagement and retention.
  • TA/SEs for escalation and issue resolution.
  • Production Specialists for training and issue escalation and resolution.

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