Guadalajara, Mexico- DOP- *********Role Purpose**- The 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._**Do****Support 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 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 produc...