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Product Support Expert
3 weeks ago
Job Title: Production Specialist
We are seeking a highly skilled professional to join our team in the role of Production Specialist. The ideal candidate will provide effective technical support to clients and actively resolve their issues directly or through timely escalation.
Key Responsibilities:
- Support processes by managing transactions as per required quality standards.
- Field all incoming help requests from clients via telephone and/or emails in a courteous manner.
- Document all pertinent end-user identification information, including name, department, contact information, and nature of problem or issue.
- Update own availability in the RAVE system to ensure productivity of the process.
- Record, track, and document all queries received, problem-solving steps taken, and resolutions.
- Follow standard processes and procedures to resolve all client queries.
- Resolve client queries as per the SLA's defined in the contract.
- Access and maintain internal knowledge bases, resources, and frequently asked questions to aid in and provide effective problem resolution to clients.
- Identify and learn appropriate product details to facilitate better client interaction and troubleshooting.
- Document and analyze call logs to spot most occurring trends to 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 leader in cases of untimely resolution.
- Ensure all product information and disclosures are given to clients before and after the call/email requests.
Deliverables:
- No Performance Parameter Measure 1 Process: Number of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback.
- 2 Self-Management: Productivity, efficiency, absenteeism, Training Hours, Number of technical trainings completed.
Requirements:
- 8-10 Years of experience in a related field.
The successful candidate will be able to adapt to a dynamic environment and prioritize tasks effectively. We welcome applications from people with disabilities.
