Production Associate

Job Description

Line Of Business: MIS Research(MIS RSRCH) Job Category: Credit Analysis & Research Experience Level: Experienced Hire We are seeking candidates who model our values: invest in every relationship, lead with curiosity, champion diverse perspectives, turn inputs into actions, and uphold trust through integrity. Skills and Competencies 1-2 years of handling Level 1 Customer Service support in a voice process. Customer Centric Orientation: Ability to understand and address the unique needs of authors and reviewers, providing tailored solutions. Problem-Solving Skills: Strong problem-solving and time management skills, with the capacity to work independently and learn new skills. Communication Skills: Excellent interpersonal and communication skills required to effectively communicate with authors and reviewers. Teamwork: Ability to work effectively in a team, manage multiple tasks, and meet tight deadlines in a fast-paced environment. Technical Proficiency: Experience in MS Office (Word, Excel, and PPT) and Content Management System tools is preferred. Education Any Bachelors degree Responsibilities Provide customer-centric support to authors and reviewers, ensuring seamless publication of research reports with minimal disruption. Author-Centric Support: The primary role is to provide customer-centric support to authors & reviewers throughout their content creation to publication journey. This includes understanding their unique needs, addressing queries, and providing tailored solutions. Effective Communication and Escalation: Communicate with authors and reviewers effectively and empathetically, addressing issues and inquiries following support procedures. Escalate when needed, always keeping the authors needs and concerns in mind. Responsive Issue Management: Address all issues related to publishing with a high level of urgency, ensuring minimal disruption to authors. This involves evaluating each situation on a case-by-case basis and taking the appropriate response or escalation actions within the agreed-upon SLA and SOP. Publication Process Support: Provide guidance and assistance to authors during the publication of research reports using CMS and FMP in accordance with approved SLA and SOPs. This involves a focus on making the publishing process as seamless and intuitive for authors as possible. Knowledge Maintenance and Continuous Learning: Stay updated on current, new, and expired issues including workarounds. This role requires an understanding of all documented functions, SLAs, and a commitment to continuous learning to improve service quality and author satisfaction.