Role Responsibilities
- Developing a working knowledge of Talogy solutions and the administrative side of our platforms.
- Responding promptly and professionally to requests for client support, with the aim of ensuring satisfactory resolutions for all parties.
- Providing technical support to client projects as assigned.
- Running managed-service projects on Talogy platforms with limited support, i.e. coordinating the setup of assessments for selection or development on behalf of clients to deliver an end-to-end service.
- Supporting clients to independently use their own assessment and development solutions on Talogy platforms, e.g. running live demonstrations for clients.
- Configuring new client accounts on Talogy platforms.
- Taking calls and emails from clients and handling them in a friendly and professional manner. Scenarios can include (but not limited to):
- Answering general questions and requests for information about our services.
- Processing one-off product purchases.
- Handling complaints or feedback on live projects.
- Reporting bugs or other software/product/platform issues, and liaising with clients to get these resolved in a timely manner.
- Meeting service level agreements (SLAs) in their region.
- Following processes around documentation of client work and interactions, e.g. utilizing client relationship management and project management tools such as Salesforce and OpenAir.
Knowledge, Skills and Experience Requirements
- Strong IT skills and the ability to learn new systems and administrative portals quickly.
- Proficiency with Microsoft Office products, e.g. Outlook, Excel, Word, Teams etc.
- Previous experience in a client/customer service environment is preferred, e.g. call center, retail, hospitality etc.
- Previous experience in the talent management industry is desirable but not required.
Demonstrable evidence of being able to collaborate effectively with others, manage personal assignments, and drive tasks through to resolution.
Behavioral Competency Requirements
Job family and level: Client Experience and Customer Service, individual contributor.
Providing effective service
Customer Focus: Provides prompt and respectful service. Demonstrates empathy for customers. Takes action to resolve customer problems, regardless of the cause. Handles difficult and high-pressure situations with professionalism.
Problem Solving: Gathers information needed to understand customers’ problems. Identifies the root causes of customers’ problems. Leverages available data and resources to resolve problems. Escalates customer issues to supervisor or others (experts), if needed.
Prioritizing and Planning: Uses an orderly and structured approach to work. Prioritizes tasks by considering importance, deadline, and resources. Develops or uses systems to keep track of priorities, pending deadlines, progress to date, commitments, and follow up. Balances new requests with established priorities.
Supporting others
Communication: Listens attentively to customers and co-workers. Asks questions to verify own understanding. Explains issues and solutions in a way that is easy to understand. Demonstrates confidence and credibility.
Building Relationships: Interacts with others in a friendly and polite way. Seeks opportunities to connect with others. Develops relationships with co-workers from other teams and departments. Maintains confidentiality (e.g., customer billing) as needed.
Teamwork: Offers to help others with their work. Openly shares relevant knowledge, expertise and information. Respects others’ talents, expertise and contributions. Collaborates with others to achieve common goals.
Achieving results
Quality Focus: Takes a thorough and detailed approach to work tasks. Checks own work carefully to ensure quality, accuracy and completeness. Configures systems and settings and documents actions accurately. Detects mistakes and inconsistencies as they arise.
Drive for Results: Works with a sense of urgency to drive tasks through to completion. Maintains a clear focus on what needs to be done to achieve the end goal. Exerts extra effort or time to achieve objectives. Meets service and productivity expectations as outlined in SLAs and/or internal policies.
Learning Agility: Learns quickly when facing new situations. Applies learnings from one customer/client to a different customer/client. Demonstrates ability to learn new systems, platforms, products, and processes. Identifies and pursues areas for development and training.
Adaptability: Accepts new tasks, situations, and challenges willingly and positively. Readily adopts change and new ways of doing things. Demonstrates a flexible approach to dealing with others. Manages unexpected issues with ease.
Strong IT skills, Microsoft Office proficiency, experience in client/customer service, ability to learn systems quickly, collaborate, prioritize, and meet SLAs.
Key Responsibilities
- supporting clients
- configuring accounts
- running projects
Skills & Tools
Microsoft Outlook, Microsoft Excel, Microsoft Word, Microsoft Teams, Salesforce, OpenAir
Job Details
- Category: Product Management
- Seniority: Entry Level
- Commitment: Full Time
- Workplace: Remote — India
- Languages: English
About Talogy
A talent assessment and people development solutions provider. — Industry: Information Technology