PRODUCTION SPECIALIST L2

The Production Specialist L2 provides technical support to process and resolves client issues directly or through timely escalation to meet process SLAs. They support process by managing transactions as per required quality standards, field incoming help requests from clients, and record all pertinent end user identification information.

Requirements

• Manage transactions as per required quality standards
• Field all incoming help requests from clients
• Document all pertinent end user identification information
• Update own availability in the RAVE system
• Record, track, and document all queries received
• Follow standard processes and procedures to resolve client queries
• Access and maintain internal knowledge bases, resources and frequently asked questions
• Identify and learn appropriate product details
• Maintain and update self-help documents for customers
• Identify red flags and escalate serious client issues
• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
• Provide product support and resolution to clients
• Accurately process and record all incoming call and email
• Offer alternative solutions to clients
• Follow up and make scheduled call backs to customers
• Build capability to ensure operational excellence
• Undertake product trainings to stay current with product features

Benefits

• Life Insurance
• Health Insurance
• Travel Assistance Program
• Flexible Work Arrangements
• Employee Assistance Program
• Stock Option