PRODUCTION SPECIALIST L2

The PRODUCTION SPECIALIST L2 role provides technical support to the process, resolves client issues, and meets process SLAs. The role involves managing transactions, fielding client inquiries, and documenting queries. The role also requires delivering excellent customer service, troubleshooting client queries, and maintaining logs and records.

Requirements

• Manage transactions as per required quality standards
• Field all incoming help requests from clients via telephone and/or emails in a courteous manner
• Document all pertinent end user identification information
• Update own availability in the RAVE system
• 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
• Access and maintain internal knowledge bases, resources and frequently asked questions
• Identify and learn appropriate product details
• Document and analyze call logs
• Maintain and update self-help documents for customers
• Identify red flags and escalate serious client issues
• Ensure all product information and disclosures are given to clients
• Deliver excellent customer service
• Troubleshoot all client queries
• Maintain logs and records of all customer queries
• Offer alternative solutions to clients
• Follow up and make scheduled call backs to customers
• Build capability to ensure operational excellence
• Undertake product trainings
• Partner with team leaders to brainstorm and identify training themes and learning issues