Maintain a productive case load in support of the overall production requirements.
Achieve quality and efficiency improvements by enhancing the consistency of the customer experience.
Maintain an acceptable ratio of aged cases, initiating follow up as needed.
Efficiently resolve customer problems and/or questions related to Thomson Reuters Research Soft products and services.
Process all customer inquiries in a professional, accurate, courteous and timely manner.
Identify customer trends due to reoccurring issues and escalate as appropriate.
Complete and demonstrate a progressive understanding of the Research Soft Customer Technical Support training requirements as identified by supervisor/manager.
Assume ownership of customer inquiries until resolution is provided to the customer's satisfaction.
Replicate customer's technical/product issues in order to provide appropriate steps for resolution.
Interpret and analyze customer needs to resolve inquiries and improve product utilization.
Search internal Knowledge Management database and select appropriate solutions to resolve customer inquiries.
Interact and work collaboratively with internal support teams in a professional and tactful manner to resolve customer inquiries.
Provide internal referral groups with thorough and accurate descriptions of customer issues.
Integrate feedback provided by supervision into standard work practices.
Continue to develop technical knowledge by monitoring computer and information industry trends, taking internal courses and attending scheduled product training.
Undertake other reasonable duties as requested by supervisor/manager.
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