Production Specialist

The purpose of your role is to provide efficient technical support for the process and promptly address client issues either directly or by escalating them in a timely manner to meet process SLAs. Your responsibilities include managing transactions, handling help requests from clients via phone and email, documenting end user information, updating availability, tracking and documenting queries, following standard procedures, resolving client issues within defined SLAs, accessing internal resources for effective problem resolution, learning product details, analyzing call logs, updating self-help documents, escalating serious issues, delivering excellent customer service, offering product support, troubleshooting queries professionally, maintaining customer query logs, accurately recording calls and emails, providing alternative solutions, communicating effectively, following up with customers, maintaining operational excellence, staying updated on product features, and participating in training programs as required. You will interact with various stakeholders such as Team Leaders for performance reviews, HR for hiring and employee engagement, Training Team for capability development, Technical Lead for training and issue resolution, and Clients for query resolution. The competencies required for this role include Process Knowledge, Collaborative working, Problem solving, Attention to Detail, Execution Excellence, Client Centricity, and Effective Communication. You will be evaluated based on performance parameters including the number of cases resolved per day, compliance with process and quality standards, meeting SLAs, Pulse score, customer feedback, productivity, efficiency, absenteeism, training hours, and completion of technical training programs.,