Production Specialist - L2

Job description

Job description: Job Description **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. **Do** - **Support process by managing transactions as per required quality standards** - Fielding 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’s 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 - Avoids legal challenges by complying with service agreements - **Deliver excellent customer service through effective diagnosis and troubleshooting of client queries** - 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 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 the standard procedures and guidelines - Accurately process and record all incoming call and email 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 to contract /SLAs - **Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client** - 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 **Deliver**  NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed͏ **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. **Do** - **Support process by managing transactions as per required quality standards** - Fielding 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’s 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 - Avoids legal challenges by complying with service agreements - **Deliver excellent customer service through effective diagnosis and troubleshooting of client queries** - 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 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 the standard procedures and guidelines - Accurately process and record all incoming call and email 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 u