Production Agent

**Role Purpose**

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

**͏**:
**Do**
- ** 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
- Resolve client queries as per the SLA’s 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
- 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
- Avoids legal challenges by complying with service agreements

**͏**:

- ** Deliver excellent customer service through effective diagnosis and troubleshooting of client queries**
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Assist clients with navigating around product menus and facilitate better understanding of product features
- 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
- Enroll in product specific and any other trainings per client requirements/recommendations
- Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
- Update job knowledge by participating in self learning opportunities and maintaining personal networks

**͏**:
**Deliver**

**No**

**Performance Parameter**

**Measure**
- 1
- Process
- No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
- 2
- Self
- Management
- Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

Mandatory Skills: Contract Management.

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