PRODUCTION SPECIALIST L2

Provide technical support to process and resolve client issues directly or through timely escalation to meet process SLAs. Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner and resolve client queries as per the SLAs defined in the contract.

Requirements

• Support process by managing transactions as per required quality standards
• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
• Update own availability in the RAVE system to ensure productivity of the process
• Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
• Follow standard processes and procedures to resolve all client queries
• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
• Troubleshoot all client queries in a user-friendly, courteous and professional manner
• Maintain logs and records of all customer queries as per the standard procedures and guidelines
• Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business
• Organize ideas and effectively communicate oral messages appropriate to listeners and situations
• Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
• Undertake product trainings to stay current with product features, changes and updates