Production Support Specialist

Role Overview

Position:

product expert and primary point of contact

Key Competencies Required

• Bachelor's degree (mandatory)
• Willingness to work in shifts
• Excellent written and verbal communication skills
• Active listener with the ability to communicate effectively via email, phone, chat, or Teams
• Strong analytical and problem-solving skills
• High level of accountability, integrity, and time management
• Ability to multitask in a fast-paced environment
• Willingness to learn and adapt quickly, with the ability to think proactively and act fast
• Process-oriented approach with strong problem analysis skills
• Strong team player, ready to support the team in all situations
  

Roles & Responsibilities

• Act as a product expert, assisting users in effectively using the platform to improve productivity, grow business, and minimize errors
• Interact with end users through chat, email, phone, or Teams
• Serve as the face of the company, helping customers adopt the technology and simplify management of their online and logistics operations
• Respond to user queries promptly with courtesy, accuracy, and professionalism
• Clearly explain the root cause of issues, resolution provided, and next steps, helping build user trust in the product and the organization
• Ask relevant questions to gather accurate information and document details for tracking and resolution
• Track and manage queries by logging tickets, maintaining follow-ups with internal teams, and keeping users informed of progress
• Collaborate closely with internal teams to ensure timely and effective issue resolution
• Stay updated on current technologies and product enhancements
• Maintain transparent and healthy communication with managers and peers
  

Personal Attributes

• Positive Attitude – Friendly, professional demeanor that contributes to a positive customer experience
• Team Player – Works collaboratively with cross-functional teams to deliver seamless support
• Proactive Mindset – Takes initiative to resolve issues and consistently exceeds customer expectations