PRODUCTION AGENT L1

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.

Key Responsibilities:
- Support process by managing transactions as per required quality standards
- Field incoming help requests from clients via telephone and/or emails courteously
- Document end-user identification information and nature of problems
- Update availability in tracking systems to ensure productivity
- Record, track, and document queries, problem-solving steps, and resolutions
- Follow standard processes to resolve client queries within defined SLAs
- Access and maintain internal knowledge bases and FAQs for effective resolution
- Identify product details to facilitate better client interaction and troubleshooting
- Analyze call logs to spot trends and prevent future problems
- Maintain self-help documents for customers
- Escalate serious client issues to Team Leaders when necessary
- Ensure compliance with service agreements and legal disclosures
- Provide excellent customer service through effective diagnosis and troubleshooting
- Guide users through step-by-step solutions and assist with product navigation
- Maintain logs and records of all customer queries per guidelines
- Accurately process incoming calls and emails using designated tracking software
- Offer alternative solutions to retain customers
- Communicate effectively and follow up with customers for feedback
- Undertake product trainings to stay current with features and updates
- Partner with team leaders to identify training themes and learning issues

Performance Parameters:
- Process: Cases resolved per day, compliance to process/quality standards, meeting SLAs, Pulse score, Customer feedback
- Self-Management: Productivity, efficiency, absenteeism, Training Hours, Technical training completed

Mandatory Skills: Clinical Data Management (Pharma)