Spec Analyst

Spec Analyst

Job Description

#

**Urgently Looking for Spec Associate**
**Location**: Hyderabad
**WFO**: 5 days
**Experience**: 2-4 Years
**Notice Period**: Immediate

## Role: Spec Associate - Naming and Addressing (Apple Maps)
- **2 Years GIS Experience**
- **Geo Editing Experience**: 1 Year
- **Tools**: AEC/QGIS
- **Experience in**: Geo editing tools
- **Recent Experience**: Must have recent experience in Apple Maps N&A; layer work
- Identify and replicate spec issues
- Pre-production spec experience

### Skillset
- **Communication**: Good
- **Tools Knowledge**: Fusion X
- **Layer Knowledge**: Naming and addressing
- **Analysis/Thought Process**

## 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.

### Responsibilities
- Support process by managing transactions as per required quality standards
- Field all incoming help requests from clients via telephone and/or emails in a courteous manner
- 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 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 product details to facilitate better client interaction and troubleshooting
- Document and analyze call logs to spot most occurring trends to prevent future problems
- Maintain and update self-help documents for customers to speed up resolution time
- Identify red flags and escalate serious client issues to Team Leader in cases of untimely resolution
- Ensure all product information and disclosures are given to clients before and after the call/email requests
- Avoid legal challenges by complying with service agreements

### Deliver Excellent Customer Service
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions






- Assist clients with navigating around product menus and facilitate a better understanding of product features
- Troubleshoot all client queries in a user-friendly, courteous, and professional manner
- Maintain logs and records of all customer queries as per standard procedures and guidelines
- Accurately process and record all incoming calls and emails using the designated tracking software
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance with contract/SLAs

### Build Capability
- Undertake product trainings to stay current with product features, changes, and updates






- Enroll in product-specific and any other trainings per client requirements/recommendations
- Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
- Update job knowledge by participating in self-learning opportunities and maintaining personal networks

## Stakeholder Interaction
### Stakeholder Type
- **Internal**
- Team Leaders: Performance review
- HR: Hiring and employee engagement and retention
- Training Team: Capability development
- Technical Lead: Training, issue escalation/resolution
- **External**
- Client: Query Resolution

### Competencies Required to Perform This Role Effectively
- **Functional Competencies/Skill**
- Process Knowledge Knowledge of assigned process, tools and systems Foundation to Competent







Competency Levels | Description |
--------------------|-------------|
Foundation | Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance. |
Competent | Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well. |
Expert | Applies the competency in all situations and serves as a guide to others as well. |
Master | Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization. |

### Behavioral Competencies
- Collaborative Working
- Problem Solving and Decision Making
- Attention to Detail






- Execution Excellence
- Client (Internal) Centricity
- Effective Communication

### Performance Parameters
No. | Performance Parameter | Measure |
-----|-----------------------|---------|
1. | Process | No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback |
2. | Self-Management | Productivity, efficiency, absenteeism, Training Hours, No of technical training completed |

**GIS Locations - Spec Analyst**
**Location**: Hyderabad, India
**DOP**: 3100506