Real Time Analyst

Overview

The role provides effective technical support to the process and actively resolves client issues directly or through timely escalation to meet process SLAs.

Responsibilities

• Support process by managing transactions as per required quality standards
  • Field incoming help requests from clients via telephone and/or emails in a courteous manner
  • Document end user identification information: name, department, contact information and nature of problem
  • Update own availability in the RAVE system to ensure productivity
  • Record, track, and document all queries, problem-solving steps, and resolutions
  • Follow standard processes and procedures to resolve client queries
  • Resolve client queries as per the SLAs defined in the contract
  • Access and maintain internal knowledge bases, resources and FAQs to aid resolution
  • Identify and learn appropriate product details to facilita...