FAQs
What is the primary purpose of the Associate role?
The primary purpose of the Associate role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
What kind of support will I provide in this role?
In this role, you will provide effective diagnosis and troubleshooting of client queries, manage transactions, field incoming help requests, and follow standard processes to resolve client issues.
How should I document client queries?
You should document all pertinent end user identification information, record, track, and document all queries received, and maintain logs according to standard procedures and guidelines.
What happens if I cannot resolve a client issue?
If you cannot resolve a client issue, you must identify red flags and escalate serious client issues to your Team Leader for further assistance.
What are the expected competencies for this position?
The expected competencies include functional competencies such as process knowledge, and behavioral competencies such as collaborative working, problem solving, attention to detail, execution excellence, client-centricity, and effective communication.
What does the training process involve for this role?
The training process involves product training to stay current with product features, changes and updates, as well as enrolling in product-specific training per client requirements.
How will my performance be measured in this role?
Your performance will be measured by the number of cases resolved per day, compliance with process and quality standards, meeting process level SLAs, pulse scores, and customer feedback.
Who will I interact with in this position?
You will interact with various stakeholders including Team Leaders for performance review, HR for hiring and employee engagement, the Training Team for capability development, Technical Leads for issue escalation and resolution, and clients for query resolution.
What should I do if I need assistance with a technical issue?
If you need assistance with a technical issue, you should consult with your Technical Lead or escalate the issue according to the established processes.
Do I need to follow a specific communication format when interacting with clients?
Yes, you should organize ideas and effectively communicate oral messages that are appropriate to the listeners and situations when interacting with clients.