Production Specialist L3

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 information, contact details, 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 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 service agreements and legal disclosures.
• Deliver excellent customer service through effective diagnosis and troubleshooting.
• Guide users through step-by-step solutions and assist with product navigation.
• Accurately process and record incoming calls/emails using designated tracking software.
• Offer alternative solutions to retain customers.
• Organize ideas and communicate effectively across situations.
• 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.