Java Backend

Role Purpose 

The role's purpose is to support process delivery by ensuring the Production Specialists' daily performance, resolving technical escalations, and developing technical capability within them.  

Do 

Oversee and support the process by reviewing daily transactions on performance parameters 

• Review the performance dashboard and the scores for the team 
• 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 SLAs defined in the contract  
• Develop understanding of the process/ product for the team members to facilitate better client interaction and troubleshooting  
• Document and analyze call logs to spot the most occurring trends to prevent future problems 
• Identify red flags and escalate serious client issues to the 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 monitoring compliance with service agreements 

Handle technical escalations through effective diagnosis and troubleshooting of client queries 

• Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements  
• If unable to resolve the issues, timely escalate the issues to TA & SES 
• Provide product support and resolution to clients by performing a 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) to retain 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 with contract SLAs 

Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client 

• 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 training (Triages) within products for production specialists as per the target 
• Inform the client about the triages being conducted 
• Undertake product training to stay current with product features, changes, and updates 
• Enroll in product-specific and any other training per client requirements/recommendations 
• Identify and document the most common problems and recommend appropriate resolutions to the team 
• Update job knowledge by participating in self learning opportunities and maintaining personal networks 

Deliver 

1 Process: No. of cases resolved per day, compliance with process and quality standards, meeting process-level SLAs, Pulse score, Customer feedback, NSAT/ ESAT 

2 Team Management: Productivity, efficiency, absenteeism 

3 Capability development: Triages completed, Technical Test performance 

Mandatory Skills: Spring Boot. Kafka Preferred