PRODUCTION SPECIALIST L2

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 information, and nature of problem
- Update availability in tracking systems to ensure productivity
- Record, track, and document all queries received, problem-solving steps taken, and resolutions
- Follow standard processes and procedures to resolve client queries within defined SLAs
- Access and maintain internal knowledge bases, resources, and FAQs to aid effective problem resolution
- Identify and learn appropriate 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 client issues to Team Leaders when necessary
- Ensure all product information and disclosures are provided before and after interactions
- Comply with service agreements to avoid legal challenges
- Deliver excellent customer service through effective diagnosis and troubleshooting
- Guide users through step-by-step solutions and assist with navigating product menus
- Maintain logs and records of all customer queries per standard procedures
- Accurately process and record incoming calls and emails using designated tracking software
- Offer alternative solutions to retain client business
- Communicate effectively across different situations and listeners
- Follow up with customers for feedback and ensure SLA compliance
- Undertake product trainings to stay current with features, changes, and updates
- Partner with team leaders to brainstorm training themes and address 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: Content Management / Web Publishing (Digital)
Experience: 3-5 Years