- Oversee and support process by reviewing daily transactions on performance parameters
- Review 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 SLAâÂÂs defined in the contract
- Develop understanding of process/ 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 responsible 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/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) with the objective of retaining customersâ and clientsâ business
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations.
- 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 c

📌 Data Engineer (Bengaluru)
🏢 Trigent Software
📍 Bengaluru