PRODUCTION SPECIALIST L1
This role provides effective technical support to operational processes and actively resolves client issues either directly or through timely escalation to meet process SLAs. You will handle all incoming help requests from clients via telephone and email, documenting end-user identification information and the nature of each problem or issue.
Key responsibilities include recording, tracking, and documenting all queries received along with problem-solving steps taken and resolution outcomes. You will follow standard processes and procedures to resolve client queries within contractually defined SLAs, while accessing and maintaining internal knowledge bases and FAQ resources for effective problem resolution.
The role requires providing product support through question diagnosis and guiding users through step-by-step solutions, assisting clients with product navigation and feature understanding. You will troubleshoot queries in a professional manner, document and analyze call logs to identify recurring trends, and maintain self-help documents to speed up resolution times.
You are expected to identify red flags and escalate serious issues to team leaders, ensure all product disclosures are communicated to clients, and offer alternative solutions where appropriate to retain customer business. Building capability through ongoing product training, self-learning, and partnering with team leaders on training themes is also part of the role.
