PRODUCTION SPECIALIST L3
Role Overview
Provide technical support to the process and resolve client issues directly or through timely escalation to meet process SLAs.
The posting specifies 5–8 years of experience and lists Financial Planning & Analysis as a mandatory skill.
The posting identifies Chennai, Tamil Nadu as the job city.
Key Skills for This Role
Full Job Posting
Role purpose
Provide technical support to the process and resolve client issues directly or through timely escalation to meet process SLAs.
The posting specifies 5–8 years of experience and lists Financial Planning & Analysis as a mandatory skill.
The posting identifies Chennai, Tamil Nadu as the job city.
Client support and resolution
- Handle incoming client help requests by telephone or email and record user identification and issue details.
- Track queries, troubleshooting steps, and successful or unsuccessful resolutions; follow standard procedures and contractual SLAs.
- Use internal knowledge resources and FAQs to resolve issues, and escalate serious matters or delayed resolutions to the team leader.
- Learn product details, diagnose questions, guide users through solutions and product menus, and explain product features.
- Analyze call logs for recurring trends and maintain customer self-help documents.
Service and development
- Accurately record calls and emails in designated tracking software and maintain customer-query records.
- Provide courteous, professional support and appropriate alternative solutions; give product information and disclosures as required.
- Make scheduled callbacks to collect feedback and check compliance with contracts and SLAs.
- Complete product and client-required training and collaborate with team leaders to identify training themes and learning issues.
Mandatory skill and experience
- 5–8 years of experience.
- Financial Planning & Analysis is listed as a mandatory skill.
Performance measures
Performance measures include cases resolved per day, process and quality compliance, SLA achievement, customer feedback, productivity, efficiency, attendance, training hours, and technical training completed.
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