Mexico City, Mexico
- DOP
- *******
**Job Description**:
**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 ...