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, 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 problem resolution.
• Identify product details to facilitate better client interaction and troubleshooting.
• Analyze call logs to spot trends and prevent future problems; update self-help documents.
• Identify red flags and escalate serious issues to Team Leaders when necessary.
• Ensure all product disclosures are provided before and after interactions.
• Comply with service agreements to avoid legal challenges.
• Deliver excellent customer service through effective diagnosis and step-by-step guidance.
• Assist clients with navigating product menus and understanding features.
• Maintain accurate logs using designated tracking software.
• Offer alternative solutions to retain customers.
• Organize ideas and communicate effectively across various 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.