Production Specialist L1

Role Purpose:
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, contact information, and problem nature.
- Update availability in the RAVE system and track/document all queries, steps taken, and resolutions.
- Follow standard procedures to resolve client queries within defined SLAs.
- Maintain internal knowledge bases, FAQs, and product details for effective troubleshooting.
- Analyze call logs to identify trends and prevent future issues; update self-help documents.
- Escalate serious client issues to Team Leaders when necessary.
- Deliver excellent customer service through effective diagnosis, step-by-step guidance, and product feature navigation.
- Accurately process calls/emails using designated tracking software and offer alternative solutions to retain clients.
- Communicate effectively, follow up for feedback, and ensure compliance with contracts/SLAs.
- Participate in product trainings, partner with team leaders on learning themes, and engage in self-learning to build capability and ensure operational excellence.

Performance Parameters:
- Process: Cases resolved per day, compliance to process/quality standards, SLA adherence, Pulse score, Customer feedback.
- Self-Management: Productivity, efficiency, absenteeism, training hours, technical training completion.

Mandatory Skills: Record to Report - DOP.
Experience: 1-3 Years.