Production Specialist

As a Production Specialist in Pune, Maharashtra, your role involves providing effective technical support to the process and resolving client issues promptly to meet process SLAs. Key Responsibilities: - Manage transactions to meet required quality standards - Handle all incoming help requests from clients via telephone and/or emails in a courteous manner - Document all relevant end user identification information and nature of issues - Update availability in the RAVE system to ensure process productivity - Record, track, and document all received queries, steps taken for problem-solving, and resolutions - Follow standard processes to resolve client queries within defined SLAs - Access internal knowledge bases and resources for effective problem resolution - Learn product details to enhance client interaction and troubleshooting - Analyze call logs to identify trends and prevent future problems - Maintain and update self-help documents for customers - Escalate serious client issues to Team leader if needed - Ensure compliance with service agreements to avoid legal challenges - Provide excellent customer service by diagnosing and troubleshooting client queries - Assist clients in navigating product menus and understanding features - Maintain records of all customer queries and resolutions - Process all incoming calls and emails accurately using designated software - Offer alternative solutions to retain customers - Communicate effectively with clients in a professional manner - Follow up with customers to record feedback and ensure compliance with SLAs Qualifications Required: - Ability to manage transactions and client queries efficiently - Strong communication skills for effective client interaction - Proficiency in troubleshooting technical issues - Detail-oriented with the ability to document and analyze information accurately - Willingness to learn and stay updated on product features and changes - Team player with the capability to brainstorm and identify training themes No additional details of the company were provided in the job description.,