contents suscipit, vicis praesent erat...sector electronics drafted on 24/11/13 sub-sector it...

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Contents 1. Introduction and Contacts…....P1

2. Qualifications Pack………....…....P2

3. OS Units……………..…..……...…….P3

4. Glossary of Key Terms..………..P19

5. Nomenclature for QP & OS…..P21

Qualifications Pack- Remote Helpdesk Technician

technology consul t ing

What are? Occupational Standards(OS)?

OS describe what

individuals need to do, know and understand in order to carry out a particular job role or function

OS are

performance standards that individuals must achieve when carrying out functions in the workplace, together with specifications of the underpinning knowledge and understanding

Contact Us:

ESSCI, New Delhi Electronics Sector Skills Council of India 422, Okhla Industrial Estate, Phase-III, New Delhi-110020 E-mail: [email protected]

SECTOR: ELECTRONICS

SUB-SECTOR: IT Hardware

OCCUPATION: After Sales Support

REFERENCE ID: ELE/Q4604

ALIGNED TO: NCO-2004/5220.22

Remote Helpdesk Technician: Also called Remote Resolution Executive, the

Remote Helpdesk Technician provides customer support via telephone by

identifying, trouble shooting and resolving the technical queries.

Brief Job Description: The individual at work is responsible for receiving,

understanding and resolving customer’s technical queries through

telephone. The individual receives the customer query from customer-care

centre and then interacts with customer to identify the problem, understand

the cause, to trouble shoot and resolve the queries.

Personal Attributes: The job requires the individual to have: ability to

develop customer confidence while talking on phone; patience and positive

attitude towards work to listen to diverse set of customers.

EYE ON IT Current Industry Trends

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Introduction

QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR ELECTRONICS INDUSTRY

Qualifications Pack For Remote Helpdesk Technician

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Qualifications Pack Code ELE/Q4604

Job Role Remote Helpdesk Technician

Credits(NSQF) TBD Version number 1.0

Sector Electronics Drafted on 24/11/13

Sub-sector IT Hardware Last reviewed on 24/12/13

Occupation After Sales Support Next review date 30/06/16

NSQC Clearance on 20/07/15

Job Role Remote Helpdesk Technician Also called ‘Remote Resolution Executive’

Role Description Receiving and understanding customer’s queries and resolving related problem technical through telephone

NSQF level

Minimum Educational Qualifications

Maximum Educational Qualifications

3

Diploma

B. E.

Training Not applicable

Minimum Job Entry Age 18 years

Experience 2 years in repair and customer handling for Diploma

Applicable National Occupational

Standards (NOS)

Compulsory:

1. ELE/N4606 Engage with customer on telephone

2. ELE/N4608 Diagnose, troubleshoot and resolve problems

3. ELE/N9909 Coordinate with colleagues and co-workers Optional: Not applicable

Performance Criteria As described in the relevant OS units

Job

Det

ails

ELE/N4606 Engage with customers on telephone

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Overview

This unit is about engaging with the customers who have called Customer-care Centre for registering complaints on concerns with their hardware equipment.


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Unit Code ELE/N4606

Unit Title (Task)

Engage with customers on telephone

Description This OS unit is about engaging with customers who have called the customer care centre for registering complaints on concerns relating to their hardware equipment

Scope This unit/ task covers the following:

Understand the work requirement

Engage with the customer on phone

Collect customer information on phone

Start interacting with customer on phone

Record the customer details and document the call

Achieve productivity targets set by the company

Performance Criteria(PC) w.r.t. the Scope

Element Performance Criteria Understanding work requirement

To be competent, the user/ individual must be able to: PC1. receive instructions on daily target from superior PC2. receive instructions on handling specific customer with unresolved queries PC3. check customer care database for number of calls to be attended on a day

and type of queries PC4. coordinate with repair centre or field technician for specific queries PC5. receive training on latest versions of products/ technology and software

Engaging with Customers

To be competent, the user/ individual must be able to: PC6. call the customer or receive the customer call PC7. greet the customer and welcome the customer for customer care centre as

per company’s script PC8. introduce self and enquire about customer’s queries PC9. be polite and patient PC10. build customer confidence by following telephone etiquette as per

company’s policy PC11. accurately assess the customer’s requirement(s) PC12. make the customer comfortable by appropriately greeting and welcoming PC13. ensure there are no customer complaint on engagement aspect

Collecting customer information on phone

To be competent, the user/ individual must be able to: PC14. collect customer information such as name, account number, hardware

serial no. PC15. ask customer’s identity related questions such as name, date of birth, e-mail,

phone no. and reference no. of annual maintenance contract (AMC) PC16. ask for relevant documents to be sent if current address or identity does not

match with existing database PC17. inform customers about time-to-wait while checking for customer details in

the database

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Starting interaction with customer on phone

To be competent, the user/ individual must be able to: PC18. educate customer on relevant customer care policy of company PC19. inform customers about any new customer benefit policy / scheme

introduced by company such as online customer care, registering query through SMS

PC20. respond to all customer enquiries PC21. summarise and confirm all the information collected from customer for

mutual agreement on the nature or problem and likely causes

Recording customer details

To be competent, the user/ individual must be able to: PC22. record the customer and call details as per company policy PC23. document the customer details in the company’s ERP software for future

tracking and reference PC24. provide query reference number to customer for future references PC25. make no mistakes in capturing customer’s details PC26. rectify incorrect details in existing database to extent allowed by company

policy PC27. accurately record customer query for future references

Productivity To be competent, the user/ individual must be able to: PC28. achieve the target set for number of calls to attend in a period of time PC29. achieve the target set on number of calls to be closed successfully PC30. win customer’s confidence on company’s service standards

Knowledge and Understanding (K)

A. Organizational Context

(Knowledge of the

company /

organization and

its processes)

The individual on the job needs to understand: KA1. company’s policies on: customer care KA2. company’s code of conduct KA3. organisation culture and typical customer profile KA4. company’s reporting structure KA5. company’s documentation policy KA6. company’s line of business and product offerings KA7. company’s Human Resource and performance evaluation policy KA8. internal process system such as ERP followed in the organisation

B. Technical Knowledge

The individual on the job needs to know and understand: KB1. company’s products and recurring problems reported KB2. how to communicate with customers in order to put them at ease KB3. basic electronics of system hardware KB4. hardware maintenance KB5. functions of electrical and mechanical parts/ modules KB6. behavioural aspects and etiquette to be followed at customer’s interaction KB7. relevant reference sheets, manuals and documents to be used at work KB8. internal process system and their usage KB9. different models of after sales support provided by the company and KB10. different types of customer and the after sales support provided to them


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Skills (S)

A. Core Skills/

Generic Skills

Reading, writing and computer skills

The individual on the job needs to know and understand how to: SA1. read the customer information from the database SA2. read text manuals regarding the hardware equipment issues SA3. to record the customer query details in the query log

B. Professional Skills

Interpersonal skills

The individual on the job needs to know and understand how to: SB1. develop a rapport with customers SB2. listen carefully and interpret their requirement SB3. suggest customer on possible solutions

Communication skills

The individual on the job needs to know and understand how to: SB4. seek inputs at assess the problems SB5. put the customer at ease and suggest solutions SB6. communicate in English and local language SB7. educate on precautions to be taken during the hardware usage for better

utilisation

Telephone etiquette

The individual on the job needs to know and understand: SB8. significance of following telephone etiquettes while interacting with

customers SB9. importance of being patient and courteous with all types of customers SB10. being polite and courteous under all circumstances

System operation skills

The individual on the job needs to know and understand how to: SB11. operate computer and internet SB12. use and understand Microsoft package SB13. operate company’s internal process software such as ERP for recording and

documenting the customer call


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NOS Version Control

NOS Code ELE/N4606


Industry Electronics Drafted on 24/11/13

Industry Sub-sector IT Hardware Last reviewed on 24/12/13


ELE/N4608 Diagnose, troubleshoot and resolve the customer query on call

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Overview

This unit is about diagnosing the technical query raised by customers, perform troubleshooting and resolve the queries through telephone.


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Unit Code ELE /N4608

Unit Title (Task)

Diagnose, troubleshoot and resolve the customer query on call

Description This OS unit is about diagnosing the technical query raised by customers, perform troubleshooting and resolve the queries through telephone.


Receive the customer query

Diagnose the problem by interacting with customer

Identify the cause of problem

Provide possible solutions for the query

Close the call

Interact with other departments regarding customer query:

Record and document the call


Element Performance Criteria Receiving customer’s query

To be competent, the user/ individual must be able to: PC1. receive the customer query details from Customer Care Centre PC2. develop basic understanding about the customer’s query PC3. get customer details, equipment reference information, warranty coverage,

service coverage and other relevant details for query resolutions PC4. use the company’s system (internal ERP software) to get customer details

and update the query in query log PC5. communicate to accurately gather required information PC6. identify correctly the problem first time to close the call within specified

turnaround time (TAT) PC7. identify whether the issue is software or hardware related

Diagnosing problem To be competent, the user/ individual must be able to: PC8. ask the customer regarding the complaint registered and listen carefully PC9. ask both open and close ended questions to understand the concerns PC10. interpret symptoms and relate to likely problem areas PC11. ask probing questions to customers to identify the problem PC12. broadly identify the area of software or hardware malfunction PC13. find the root cause of the problem PC14. decide to provide appropriate solution

Identifying cause of problem

To be competent, the user/ individual must be able to: PC15. record all the symptoms and identify problems such as cooling fan not

working, SMPS fault, Print head problem, broken switch PC16. guide the customer step-by-step on what function to be performed in the

system in order to diagnose PC17. visualise what is happening in the system by interacting with customers PC18. ask relevant questions to understand the software level issues faced such as

operating system corrupted, mistakenly installing a malware

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PC19. ask relevant questions to customers to understand the hardware issues, for example – whether there is display issue; audio issue; not booting; printer heed not working

PC20. understand from customer on operating environment such as voltage fluctuation, customer negligence while handling the system

Providing solutions To be competent, the user/ individual must be able to: PC21. decide whether the query can be closed or resolved on phone PC22. provide technical assistance such as reinstalling the operating system,

uninstalling the malware, modifying the system configuration settings, reinstalling the driver software for software and system related issues

PC23. guide customers to check configuration settings to check the functioning of hardware and connection

PC24. guide customers to use special software that would diagnose and resolve common issues

PC25. educate about not using pirated or unlicensed software versions PC26. identify hardware related problems and transfer to field service team if it

can be resolved only y visiting customer’s premises PC27. inform customers on the field-service department that would resolve the

query and the estimated time period for resolution PC28. close the problems during the first call and avoid repeat / multiple calls for

closure PC29. resolve problems for the targeted number of calls per day or month PC30. resolve problems within specified time per customer without wasting time of

unrelated questioning or remote operations PC31. avoid rework or further complaints from customer on the same technical

issue PC32. satisfy the customer with the solution and receive positive feedback from

the customer PC33. document the resolution for future references PC34. achieve the target on number of call closures

Interacting with other departments

To be competent, the user/ individual must be able to: PC35. interact with customer care department to get customer and basic query

details PC36. coordinate with field team and assign them on the query by providing all

details on component failure, spares to be carried, etc PC37. interact with customer care centre if there are any wrong transfer and

educate them PC38. accurately decide on requirement transferring the query to field service

team PC39. avoid wrong transfer of queries to other department PC40. brief field technician accurately provide to enable smooth resolution without

the need for repeating the entire process with customer

Closing the call and recording customer details

To be competent, the user/ individual must be able to: PC41. check with customer about problems resolved PC42. achieve 100% customer on satisfaction and rework if necessary PC43. educate the customer on best way of using the equipment to avoid


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problems recurring in future PC44. provide query reference number to customer for future references PC45. document the problems resolved and those transferred to field service PC46. record call status: open or closed PC47. record any specific external environment that may help identify cause of

problems recurring in future PC48. record any query/ detail for which customer has to be called back PC49. provide clear picture of problems encountered earlier on the same product

and resolution provided PC50. accurately document all customer and query details for future reference



(Knowledge of the

company /

organization and

its processes)

The individual on the job needs to know and understand: KA1. company’s policies on: customer care KA2. company’s code of conduct KA3. organisation culture and typical customer profile KA4. company’s reporting structure KA5. company’s documentation policy KA6. company’s line of business and product offerings KA7. company’s Human Resource and performance evaluation policy KA8. internal process system such as ERP followed in the organisation KA9. organisation’s Customer Relationship Management (CMR) policy


The individual on the job needs to know and understand: KB1. basic electronics involved in the hardware KB2. different types of IT hardware products and their operating systems KB3. different types of peripherals KB4. functions of electrical and mechanical parts/ modules KB5. typical customer profile KB6. company’s portfolio of products and that of competitors KB7. different modules in multiple IT hardware equipments, for example in

computers ,SMPS, drivers, hard disk, battery, mother board KB8. components and their basic function in various modules in the hardware KB9. basics of repair of hardware KB10. how to use reference manuals KB11. the use of typical Microsoft office package versions KB12. voltage and power requirement for different hardware devices KB13. memory, input, output and storage devices KB14. how to operate the system and other hardware peripherals KB15. controls of different peripherals, storage and networking devices KB16. different models of after sales support such as in house, AMC, Franchisee

and their details KB17. quality standards to be followed

Skills (S)

A. Core Skills/ Reading, writing and computer operations skills

The individual on the job needs to know and understand how to:


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Generic Skills SA1. read the customer information from the database SA2. read text manuals regarding the hardware equipment issues SA3. record the customer query details in the query log

Teamwork and multitasking

The user/individual on the job needs to know and understand how: SA1. to share work load as required SA2. to achieve the targets given on number of calls and closure SA3. to work with Customer Care as well as Field Technicians


Interpersonal skills

The individual on the job needs to know and understand how to: SB1. develop a rapport with customers on phone SB2. listen carefully and interpret their requirement SB3. to suggest customer on possible solutions

Hardware equipment operation and repairing

The individual on the job needs to know and understand: SB4. how to operate different IT hardware such as desktops, printer, scanner,

network devices SB5. physical modules, components and internal software associated with these

hardware equipment SB6. In-depth product operation and use of the specific product handled example,

for printer one should know about type of printers such as dot matrix, Ink jet and Laser jet, printer technologies, printer parts, opening & assembling of printer, error codes, print server configuration, etc.

SB7. basic repair works performed in these equipment

Communication skills

The individual on the job needs to know and understand how to: SB8. seek inputs at assess the problems SB9. put the customer at ease and suggest solutions SB10. communicate in local language SB11. educate on precautions to be taken during the hardware usage for better

utilisation

Telephone etiquette

The individual on the job needs to know and understand: SB12. significance of following telephone etiquette while interacting with

customers SB13. importance of being patient and courteous with all types of customers SB14. being polite and courteous under all circumstances SB15. how to build customer’s confidence

Critical thinking

The user/individual on the job needs to know and understand how:


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SB16. to spot process disruptions and delays SB17. to report on any customer concerns to superiors without delay

Decision making

The user/individual on the job needs to know and understand how: SB18. to decide on query resolution and call closure of non technical queries SB19. to decide on the department the query needs to be transferred for right

resolution

Interpreting skills

The user/individual on the job needs to know and understand how: SB20. to ask relevant questions to deduct the problem in hardware equipment SB21. interpret the concerns and provide possible solutions to the customer


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NOS Version Control

NOS Code ELE/N4608





ELE/N9909 Coordinate with colleagues and co-workers

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Overview

This unit is about the individual’s level of communication with colleagues and other departments within the organisation. It determines the ability to work as a team member to achieve the required deliverables on schedule.


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Unit Code ELE/N9909

Unit Title (Task)

Coordinate with colleagues

Description This OS unit is about communicating with colleagues and seniors in order to achieve smooth work flow


Interact with supervisor or superior

Coordinate with colleagues


Element Performance Criteria Interacting with supervisor

To be competent, the user/ individual must be able to: PC1. understand and assess work requirements PC2. understand the targets and incentives PC3. understand new operating procedures and constraints PC4. report problems in the field PC5. resolve personnel issues PC6. receive feedback on work standards and customer satisfaction PC7. communicate any potential hazards at a particular location PC8. meet given targets PC9. deliver work of expected quality despite constraints PC10. receive positive feedback on behaviour and attitude shown during

interaction

Coordinating with colleagues

To be competent, the user/ individual must be able to: PC11. interact with colleagues from different functions and understand the nature

of their work PC12. receive spares from tool room or stores; deposit faulty modules and tools to

stores PC13. pass on customer complaints to colleagues in a respective geographical area PC14. assist colleagues with resolving field problems PC15. resolve conflicts and achieve smooth workflow PC16. follow the company policy during cross functional interaction



(Knowledge of the

company /

organization and

its processes)

The individual on the job needs to know and understand: KA1. company’s policies on: incentives, delivery standards, and personnel

management KA2. importance of the individual’s role in the workflow KA3. reporting structure


The individual on the job needs to know and understand: KB1. how to communicate effectively

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KB2. how to build team coordination

Skills (S)

A. Core Skills/

Generic Skills

Teamwork and multitasking

The individual on the job needs to know and understand how: SA1. to deliver product to next work process on time


Decision making

The individual on the job needs to know and understand: SB1. how to report potential areas of disruptions to work process SB2. when to report to supervisor and when to deal with a colleague depending

on the type of concern

Reflective thinking

The individual on the job needs to know and understand: SB3. how to improve work process

Critical thinking

The individual on the job needs to know and understand: SB4. how to spot process disruptions and delays


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NOS Version Control

NOS Code ELE/N9909






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Keywords /Terms Description

Sector Sector is a conglomeration of different business operations having similar business and interests. It may also be defined as a distinct subset of the economy whose components share similar characteristics and interests.

Sub-sector Sub-sector is derived from a further breakdown based on the characteristics and interests of its components.

Occupation Occupation is a set of job roles, which perform similar/ related set of functions in an industry.

Function Function is an activity necessary for achieving the key purpose of the sector, occupation, or an area of work, which can be carried out by a person or a group of persons. Functions are identified through functional analysis and form the basis of OS.

Sub-function Sub-functions are sub-activities essential to fulfil the achieving the objectives of the function.

Job role Job role defines a unique set of functions that together form a unique employment opportunity in an organisation.

Occupational Standards (OS)

OS specify the standards of performance an individual must achieve when carrying out a function in the workplace, together with the knowledge and understanding they need to meet that standard consistently. Occupational Standards are applicable both in the Indian and global contexts.

Performance Criteria Performance criteria are statements that together specify the standard of performance required when carrying out a task.

National Occupational Standards (OS)

NOS are occupational standards which apply uniquely in the Indian context.

Qualifications Pack (QP) QP comprises the set of OS, together with the educational, training and other criteria required to perform a job role. A QP is assigned a unique qualifications pack code.

Unit Code Unit code is a unique identifier for an Occupational Standard, which is denoted by an ‘N’

Unit Title Unit title gives a clear overall statement about what the incumbent should be able to do.

Description Description gives a short summary of the unit content. This would be helpful to anyone searching on a database to verify that this is the appropriate OS they are looking for.

Scope Scope is a set of statements specifying the range of variables that an individual may have to deal with in carrying out the function which have a critical impact on quality of performance required.

Knowledge and Understanding

Knowledge and understanding are statements which together specify the technical, generic, professional and organisational specific knowledge that an individual needs in order to perform to the required standard.

Organisational Context Organisational context includes the way the organisation is structured and how it operates, including the extent of operative knowledge managers have of their relevant areas of responsibility.

Technical Knowledge Technical knowledge is the specific knowledge needed to accomplish

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specific designated responsibilities.

Core Skills/ Generic Skills

Core skills or generic skills are a group of skills that are the key to learning and working in today’s world. These skills are typically needed in any work environment in today’s world. These skills are typically needed in any work environment. In the context of the OS, these include communication related skills that are applicable to most job roles.

Keywords /Terms Description

NOS National Occupational Standard(s)

NVQF National Vocational Qualifications Framework

NSQF National Qualifications Framework

NVEQF National Vocational Education Qualifications Framework

QP Qualifications Pack

Acr

on

yms


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Annexure

Nomenclature for QP and NOS

Qualifications Pack

[ABC]/ Q 0101

Occupational Standard An example of NOS with ‘N’

[ABC] /N0101

Q denoting Qualifications Pack

Occupation (2 numbers)

QP number (2 numbers)

9 characters

N denoting National Occupational Standard Occupation (2 numbers)

OS number (2 numbers)

9 characters

Back to top…

[Insert 3 letter code for SSC]

[Insert 3 letter code for SSC]

Occupation (2 numbers)


22

The following acronyms/codes have been used in the nomenclature above:

Sub-sector Range of Occupation

numbers

Passive Components 01 - 10

Semiconductors 11 - 20

PCB Manufacturing 21 - 30

Consumer Electronics 31 - 40

IT Hardware 41 - 50

PCB Assembly 51 - 55

Solar Electronics 56 - 60

Strategic Electronics 61 - 65

Automotive Electronics 66 - 70

Industrial Electronics 71 - 75

Medical Electronics 76 - 80

Communication Electronics 81 - 85

PCB Design 86 - 90

LED 91 - 95

Generic Occupation 96 - 99

Sequence Description Example

Three letters Industry name ELE

Slash / /

Next letter Whether QP or NOS Q / N

Next two numbers Occupation code 01

Next two numbers OS number 01


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CRITERIA FOR ASSESSMENT OF TRAINEES

Job Role Remote Helpdesk Technician

QP # ELE/Q4604

Sector Skill Council Electronics Sector Skills Council of India

Guidelines for Assessment: 1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each Performance Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC will also lay down proportion of marks for Theory and Skills Practical for each PC. 2. The assessment for the theory part will be based on knowledge bank of questions created by the SSC. 3. Individual assessment agencies will create unique question papers for theory part for each candidate at each examination/training center (as per assessment criteria below) 4. Individual assessment agencies will create unique evaulations for skill practical for every student at each examination/training center based on this criteria 5. To pass the Qualification Pack , every trainee should score a minimum of 70% in every NOS 6. In case of successfully passing only certain number of NOS's, the trainee is eligible to take subsequent assessment on the balance NOS's to pass the Qualification Pack.

Marks Allocation

Element Performance Criteria Total

Marks Out Of Theory

Skills Practical

ELE/N4606 Engage with customer on telephone

Understanding work requirement

PC1. receive instructions on daily target from superior

3 1 2

PC2. receive instructions on handling specific customer with unresolved queries 3 1 2

PC3. check customer care database for number of calls to be attended on a day and type of queries 3 1 2

PC4. coordinate with repair centre or field technician for specific queries 3 1 2

PC5. receive training on latest versions of products/ technology and software 3 1 2

Engaging with Customers

PC6. call the customer or receive the customer call 4 2 2

PC7. greet the customer and welcome the customer for customer care centre as per company’s script 4 2 2

PC8. introduce self and enquire about customer’s queries 4 2 2

PC9. be polite and patient 4 2 2

PC10. build customer confidence by following telephone etiquette as per company’s policy 4 2 2

PC11. accurately assess the customer’s requirement(s) 3 1 2

PC12. make the customer comfortable by appropriately greeting and welcoming 3 1 2


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PC13. ensure there are no customer complaint on engagement aspect 3 1 2

Collecting customer information on phone

PC14. collect customer information such as name, account number, hardware serial no. 4 2 2

PC15. ask customer’s identity related questions such as name, date of birth, e-mail, phone no. and reference no. of annual maintenance contract (AMC)

4 2 2

PC16. ask for relevant documents to be sent if current address or identity does not match with existing database

4 2 2

PC17. inform customers about time-to-wait while checking for customer details in the database

4 2 2

Starting interaction with customer on

phone

PC18. educate customer on relevant customer care policy of company

4 2 2

PC19. inform customers about any new customer benefit policy / scheme introduced by company such as online customer care, registering query through SMS

3 1 2

PC20. respond to all customer enquiries

3 1 2

PC21. summarise and confirm all the information collected from customer for mutual agreement on the nature or problem and likely causes

3 1 2

Recording customer details

PC22. record the customer and call details as per company policy

3 1 2

PC23. document the customer details in the company’s ERP software for future tracking and reference

3 1 2

PC24. provide query reference number to customer for future references

3 1 2

PC25. make no mistakes in capturing customer’s details

3 1 2

PC26. rectify incorrect details in existing database to extent allowed by company policy

3 1 2

PC27. accurately record customer query for future references

3 1 2

Productivity

PC28. achieve the target set for number of calls to attend in a period of time

3 1 2

PC29. achieve the target set on number of calls to be closed successfully

3 1 2

PC30. win customer’s confidence on company’s service standards

3 1 2

TOTAL 100 40 60

ELE/N4608 Diagnose, troubleshoot and resolve problems

Receiving customer’s query

PC1. receive the customer query details from Customer Care Centre

100

2 1 1

PC2. develop basic understanding about the customer’s query 2 1 1

PC3. get customer details, equipment reference information, warranty coverage, service coverage and other relevant details for query resolutions

2 1 1

PC4. use the company’s system (internal ERP software) to get customer details and update the query in query log

2 1 1

PC5. communicate to accurately gather required information 2 1 1


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PC6. identify correctly the problem first time to close the call within specified turnaround time (TAT) 2 1 1

PC7. identify whether the issue is software or hardware related 2 1 1

Diagnosing problem

PC8. ask the customer regarding the complaint registered and listen carefully 2 1 1

PC9. ask both open and close ended questions to understand the concerns 2 1 1

PC10. interpret symptoms and relate to likely problem areas 2 1 1

PC11. ask probing questions to customers to identify the problem 2 1 1

PC12. broadly identify the area of software or hardware malfunction 2 1 1

PC13. find the root cause of the problem 2 1 1

PC14. decide to provide appropriate solution 2 1 1

Identifying cause of problem

PC15. record all the symptoms and identify problems such as cooling fan not working, SMPS fault, Print head problem, broken switch

2 1 1

PC16. guide the customer step-by-step on what function to be performed in the system in order to diagnose 2 1 1

PC17. visualise what is happening in the system by interacting with customers 2 1 1

PC18. ask relevant questions to understand the software level issues faced such as operating system corrupted, mistakenly installing a malware

2 1 1

PC19. ask relevant questions to customers to understand the hardware issues, for example – whether there is display issue; audio issue; not booting; printer heed not working

2 1 1

PC20. understand from customer on operating environment such as voltage fluctuation, customer negligence while handling the system

2 1 1

Providing solutions

PC21. decide whether the query can be closed or resolved on phone 2 1 1

PC22. provide technical assistance such as reinstalling the operating system, uninstalling the malware, modifying the system configuration settings, reinstalling the driver software for software and system related issues

2 1 1

PC23. guide customers to check configuration settings to check the functioning of hardware and connection 2 1 1

PC24. guide customers to use special software that would diagnose and resolve common issues 2 1 1

PC25. educate about not using pirated or unlicensed software versions 2 1 1

PC26. identify hardware related problems and transfer to field service team if it can be resolved only y visiting customer’s premises

2 1 1

PC27. inform customers on the field-service department that would resolve the query and the estimated time period for resolution

2 1 1

PC28. close the problems during the first call and avoid repeat / multiple calls for closure 2 1 1


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PC29. resolve problems for the targeted number of calls per day or month 2 1 1

PC30. resolve problems within specified time per customer without wasting time of unrelated questioning or remote operations

2 1 1

PC31. avoid rework or further complaints from customer on the same technical issue 2 1 1

PC32. satisfy the customer with the solution and receive positive feedback from the customer 2 1 1

PC33. document the resolution for future references 2 1 1

PC34. achieve the target on number of call closures 2 1 1

Interacting with other departments

PC35. interact with customer care department to get customer and basic query details 2 1 1

PC36. coordinate with field team and assign them on the query by providing all details on component failure, spares to be carried, etc

2 1 1

PC37. interact with customer care centre if there are any wrong transfer and educate them 2 1 1

PC38. accurately decide on requirement transferring the query to field service team 2 1 1

PC39. avoid wrong transfer of queries to other department 2 1 1

PC40. brief field technician accurately provide to enable smooth resolution without the need for repeating the entire process with customer

2 1 1

Closing the call and recording customer

details

PC41. check with customer about problems resolved 2 0 2

PC42. achieve 100% customer on satisfaction and rework if necessary 2 0 2

PC43. educate the customer on best way of using the equipment to avoid 2 0 2

PC44. provide query reference number to customer for future references 2 0 2

PC45. document the problems resolved and those transferred to field service 2 0 2

PC46. record call status: open or closed 2 0 2

PC47. record any specific external environment that may help identify cause of problems recurring in future 2 0 2

PC48. record any query/ detail for which customer has to be called back 2 0 2

PC49. provide clear picture of problems encountered earlier on the same product and resolution provided 2 0 2

PC50. accurately document all customer and query details for future reference 2 0 2

TOTAL 100 40 60

ELE/N9909 Coordinate with colleagues and co-workers Optional:


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Not

Interacting with supervisor

PC1. understand and assess work requirements

100

7 3 4

PC2. understand the targets and incentives 7 3 4

PC3. understand new operating procedures and constraints 7 3 4

PC4. report problems in the field 7 3 4

PC5. resolve personnel issues 6 3 3

PC6. receive feedback on work standards and customer satisfaction 6 3 3

PC7. communicate any potential hazards at a particular location 6 3 3

PC8. meet given targets 6 3 3

PC9. deliver work of expected quality despite constraints 6 2 4

PC10. receive positive feedback on behaviour and attitude shown during interaction 6 2 4

Coordinating with colleagues

PC11. interact with colleagues from different functions and understand the nature of their work 6 2 4

PC12. receive spares from tool room or stores; deposit faulty modules and tools to stores 6 2 4

PC13. pass on customer complaints to colleagues in a respective geographical area 6 2 4

PC14. assist colleagues with resolving field problems 6 2 4

PC15. resolve conflicts and achieve smooth workflow 6 2 4

PC16. follow the company policy during cross functional interaction 6 2 4

TOTAL 100 40 60


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