-Fielding all incoming help requests from clients via telephoneand/or emails in a courteous manner.

-Document all pertinent end user identification information,including name, department, contact information and nature of problem orissue.

-Update own availability in the RAVE system to ensureproductivity 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 clientqueries.

-Resolve 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 clients Identify and learn appropriate product details to facilitatebetter client interaction and troubleshooting.

-Document and analyze call logs to spot most occurring trends toprevent future problems