FAQs
What is the primary purpose of the Associate role?
The primary purpose of the Associate role is to provide effective technical support to clients and actively resolve any issues either directly or through timely escalation to meet the process SLAs.
What types of client interactions does this role involve?
This role involves fielding incoming help requests from clients via telephone and email in a courteous manner, as well as providing assistance and troubleshooting for client queries.
How do Associates document client issues?
Associates document all pertinent end-user identification information, record query details, track problem-solving steps, and maintain logs of all customer interactions as per standard procedures.
What should an Associate do if they encounter a serious client issue?
If an Associate identifies a serious client issue, they should escalate it to the Team Leader to ensure timely resolution.
What training is required for this role?
Associates are required to undertake product training to stay current with product features, changes, and updates, as well as enroll in client-specific training as necessary.
How is the performance of an Associate measured?
The performance of an Associate is measured through metrics such as the number of cases resolved per day, compliance with process and quality standards, meeting process-level SLAs, customer feedback, and pulse scores.
What competencies are important for an Associate?
Important competencies for this role include collaborative working, problem-solving and decision-making, attention to detail, execution excellence, client (internal) centricity, and effective communication.
How does an Associate provide excellent customer service?
An Associate provides excellent customer service through effective diagnosis and troubleshooting of client queries, guiding users through step-by-step solutions, and maintaining professionalism in all interactions.
What systems does an Associate use for tracking customer queries?
Associates use designated tracking software to accurately process and record all incoming calls and emails, documenting all customer queries and resolutions.
Is there a focus on self-learning and personal development for this position?
Yes, Associates are encouraged to update their knowledge by participating in self-learning opportunities and maintaining personal networks to enhance their capabilities.