Source description
About the role
Technical Lead
Contarct Role
Zurich, Switzerland
Client Standard Rate
Role Purpose
The purpose of the role is to support process delivery byensuring daily performance of the Production Specialists, resolvetechnical escalations and develop technical capability within theProduction Specialists.
Do
Oversee and support process by reviewing daily transactionson performance parameters
Review performance dashboard and the scores for the team
Support the team in improving performance parameters byproviding technical support and process guidance
Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
Ensure standard processes and procedures are followed to resolveall client queries
Resolve client queries as per the SLA’s defined in thecontract
Develop understanding of process/ product for the team membersto facilitate better client interaction and troubleshooting
Document and analyze call logs to spot most occurring trends toprevent future problems
Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution
Ensure all product information and disclosures are given toclients before and after the call/email requests
Avoids legal challenges by monitoring compliance with serviceagreements
Mandatory Skills - Spring Boot
Additional Skills - Core Java
Job type: Contract Division: Darwin Rhodes Switzerland Reference: 22-05119
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