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 process by managing transactions as per required quality standards.
- Field incoming help requests from clients via telephone and/or emails in a courteous manner.
- 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 resolutions.
- Follow standard processes to resolve client queries within defined SLAs.
- Access and maintain internal knowledge bases and FAQs to aid problem resolution.
- Identify product details to facilitate better client interaction and troubleshooting.
- Document and analyze call logs to spot recurring trends and prevent future problems.
- Maintain and update self-help documents for customers to speed up resolution time.
- Identify red flags and escalate serious issues to Team Leaders when necessary.
- Ensure compliance with service agreements and provide accurate product disclosures.
- Deliver excellent customer service through effective diagnosis and step-by-step guidance.
- Assist clients with navigating product menus and understanding features.
- Accurately process incoming calls and emails using designated tracking software.
- Offer alternative solutions to retain customers and follow up for feedback.
- Organize ideas and communicate effectively across different situations.
- 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, number of technical trainings completed.

Mandatory Skills: Financial Planning & Analysis.
Experience: 1-3 Years.