Customer Service Representative (Guadalajara)

OverviewThe purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.Key ResponsibilitiesSupport process by managing transactions as per required quality standards.Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.Update own availability in the RAVE system to ensure productivity of the process.Record, track, and document all queries received, problem‐solving steps taken and resolution counts.Follow standard processes and procedures to resolve all client queries.Resolve client queries as per the SLA's defined in the contract.Access and maintain internal knowledge bases, resources and FAQs to aid effective problem resolution.Identify and learn appropriate product details to facilitate better client interaction and troubleshooting.Document and analyze call logs to spot most occurring tr...