Production Specialist

2 days ago

Hyderabad, Telangana, India beBeeTechnical Full time ₹ 6,00,000 - ₹ 10,00,000

Job Overview

The role of a Production Specialist entails providing technical support to the process and resolving client issues directly or through timely escalation to meet performance standards.

Key Responsibilities

  • Support process by managing transactions according to 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, including name, department, contact information, and nature of problem or issue
  • Update own availability in the system to ensure productivity of the process
  • Record, track, and document all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions

Required Skills and Qualifications

  • Follow standard processes and procedures to resolve all client queries
  • Resolve client queries as per the SLAs defined in the contract
  • Access and maintain internal knowledge bases, resources, and frequently asked questions to aid in and provide effective problem resolution to clients
  • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
  • Document and analyze call logs to spot most occurring trends to prevent future problems

Skills and Qualities

  • Maintain and update self-help documents for customers to speed up resolution time
  • Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
  • Ensure all product information and disclosures are given to clients before and after the call/email requests
  • Avoid legal challenges by complying with service agreements

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