PRODUCTION SPECIALIST L3

Role purpose

Support and case management

• Manage transactions according to required quality standards and answer incoming client requests by telephone or email courteously.
• Record end-user identification and issue details; track queries, problem-solving steps, and successful or unsuccessful resolutions.
• Follow standard processes, resolve queries within contractual SLAs, and use internal knowledge bases and FAQs.
• Maintain availability in the RAVE system and update case records using designated tracking software.
• Identify red flags and escalate serious or untimely issues to the team leader; comply with service agreements.
• Provide required product information and disclosures before and after calls or email requests.

Product support and service improvement

• Diagnose product questions, guide users through step-by-step solutions, and help clients navigate product menus and features.
• Troubleshoot queries professionally, offer appropriate alternative solutions, and follow up with scheduled callbacks for feedback and SLA compliance.
• Analyze call logs for recurring trends and maintain customer self-help documents to speed up resolution.
• Undertake product training, work with team leaders to identify training themes, and maintain product knowledge through self-learning.

Mandatory qualification and experience

• Mandatory skill: Geographic Information Systems (Maps).
• 5–8 years of experience.
• The role requires effective client communication, accurate case documentation, and compliance with processes and contractual SLAs.

Performance measures