Production Agent

Role Overview: You will be responsible for providing effective technical support to the process and actively resolving client issues directly or through timely escalation to meet process SLAs. Your main duties will include supporting the process by managing transactions, fielding help requests from clients, documenting end user information, updating availability in the RAVE system, recording and tracking queries, following standard processes, resolving client queries within defined SLAs, accessing internal knowledge bases, identifying product details, analyzing call logs, maintaining self-help documents, escalating serious client issues, providing excellent customer service, offering product support, troubleshooting client queries, maintaining logs and records, processing incoming calls and emails, offering alternative solutions to retain customers, organizing ideas, following up with customers, building capability for operational excellence, attending product trainings, partnering with team leaders for trainings, updating job knowledge, and more. Key Responsibilities: - Support the process 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 - Update own availability in the RAVE system - Record, track, and document all queries received - Follow standard processes and procedures to resolve client queries - Access and maintain internal knowledge bases for effective problem resolution - Document and analyze call logs to identify trends - Maintain and update self-help documents for customers - Identify red flags and escalate serious client issues - Deliver excellent customer service through effective diagnosis and troubleshooting - Provide product support and resolution to clients - Troubleshoot all client queries in a user-friendly, courteous, and professional manner - Maintain logs and records of all customer queries - Process and record all incoming calls and emails - Offer alternative solutions to retain customers - Organize ideas and effectively communicate oral messages - Follow up with customers to record feedback - Undertake product trainings to stay current with product features - Update job knowledge by participating in self-learning opportunities Qualifications Required: - Mandatory Skill: Content Moderation (Note: Additional Company Details have been omitted from the Job Description),