Assistant Bilingual

**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 pr...