PRODUCTION SPECIALIST 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 the process by managing transactions according to required quality standards.
- Field incoming help requests from clients via telephone and/or emails courteously.
- Document end-user identification information, including name, department, contact details, and nature of the problem.
- Update availability in the RAVE system to ensure productivity.
- Record, track, and document all queries, problem-solving steps, and resolution outcomes.
- Follow standard processes to resolve client queries within defined contract SLAs.
- Access and maintain internal knowledge bases and FAQs for effective troubleshooting.
- Identify product details to facilitate better client interaction.
- Analyze call logs to spot trends and prevent future problems.
- Maintain self-help documents for customers to speed up resolution time.
- Escalate serious client issues to Team Leaders when necessary.
- Ensure compliance with product disclosures and service agreements.
- Diagnose and troubleshoot client queries professionally, guiding users through step-by-step solutions.
- Assist clients with navigating product menus and understanding features.
- Accurately process and record incoming calls and emails using tracking software.
- Offer alternative solutions to retain customers.
- Communicate effectively and follow up with customers for feedback and SLA compliance.
- Undertake product trainings to stay current with features and updates.
- Partner with team leaders to identify training themes and learning needs.

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: Pharmacovigilance & Drug Safety (Pharma).
Experience Required: 1-3 Years.

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