PRODUCTION SPECIALIST L2
As a Production Specialist L2, you will provide technical support to processes and actively resolve client issues directly or via timely escalation to meet SLA targets. Key duties include handling all incoming client requests through phone and email, documenting user identification details and nature of issues, and tracking resolutions in designated systems. You will follow standard procedures to troubleshoot queries, maintain internal knowledge bases, and update self-help documentation for faster resolution times. The role requires analyzing call logs to spot trends and prevent recurring problems, ensuring proper product disclosures, and offering alternative solutions to retain client business. You will conduct scheduled callbacks for feedback and SLA compliance. Continuous capability building through product-specific training, self-learning, and collaboration with team leaders on training themes is expected to maintain operational excellence.
