Helpdesk agent

Job Description

Role Purpose

The purpose of the role is to provide effective technical supportto the process and actively resolve client issues directly or throughtimely escalation to meet process SLAs.


Support process by managing transactions as per requiredquality standardsFielding all incoming help requests from clients via telephoneand/or emails in a courteous mannerDocument all pertinent end user identification information,including name, department, contact information and nature of problem orissueUpdate own availability in the RAVE system to ensureproductivity of the processRecord, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutionsFollow standard processes and procedures to resolve all clientqueriesResolve client queries as per the SLA’s defined in thecontract Access and maintain internal knowledge bases, resources andfrequently asked questions to aid in and provide effective problemresolution to clientsIdentify and learn appropriate product details to facilitatebetter client interaction and troubleshooting Document and analyze call logs to spot most occurring trends toprevent future problemsMaintain and update self-help documents for customers to speedup resolution timeIdentify red flags and escalate serious client issues to Teamleader in cases of untimely resolutionEnsure all product information and disclosures are given toclients before and after the call/email requestsAvoids legal challenges by complying with service agreements

Deliver excellent customer service through effectivediagnosis and troubleshooting of client queriesProvide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutionsAssist clients with navigating around product menus andfacilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteousand professional mannerMaintain logs and records of all customer queries as per thestandard procedures and guidelinesAccurately process and record all incoming call and email usingthe designated tracking softwareOffer alternative solutions to clients (where appropriate) withthe objective of retaining customers’ and clients’ businessOrganize ideas and effectively communicate oral messagesappropriate to listeners and situationsFollow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract /SLAs

Build capability to ensure operational excellence andmaintain superior customer service levels of the existing account/clientUndertake product trainings to stay current with productfeatures, changes and updatesEnroll in product specific and any other trainings per clientrequirements/recommendationsPartner with team leaders to brainstorm and identify trainingthemes and learning issues to better serve the clientUpdate job knowledge by participating in self learningopportunities and maintaining personal networks

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction


Team Leaders

Performance review


Hiring and employee engagement and retention

Training Team

Capability development

Technical Lead

Training, issue escalation/ resolution



Query Resolution


Lists the competencies required to perform this role effectively:

Functional Competencies/ Skill

Process Knowledge – Knowledge of assigned process, tools andsystems – Foundation to Competent

Competency Levels


Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.


Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell.


Applies the competency in all situations and is serves as a guide toothers as well.


Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognizedwithin the entire organization.

Behavioral Competencies

Collaborative working

Problem solving and decision making

Attention to Detail

Execution Excellence

Client (Internal) Centricity

Effective Communication



Performance Parameter




No. of cases resolved per day, compliance to process and qualitystandards, meeting process level SLAs, Pulse score, Customer feedback


Self- Management

Productivity, efficiency, absenteeism, Training Hours, No oftechnical training completed

Job Type
Full Time
64 days ago

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