• Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner • 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 total successful and unsuccessful resolutions • 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 frequently asked questions to aid in and provide effective problem resolution to clients • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting • Document and analyse call logs to spot most occurring trends to prevent future problems • Maintain and update self-help documents for customers to speedup resolution time • Identify red flags and escalate serious 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 complying with service agreements • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions • Assist clients with navigating around product menus and facilitate better understanding of product features • Troubleshoot all client queries in a user-friendly, courteous and professional manner • Maintain logs and records of all customer queries as per the standard procedures and guidelines • Accurately process and record all incoming call and email using the designated tracking software