Production Support Specialist

4 weeks ago

Toronto, Ontario, Canada Wipro Full time
Job Title: Production Specialist

Job Summary:

The Production Specialist will provide technical support to the process, resolving client issues directly or through timely escalation to meet process SLAs. This role involves managing transactions according to quality standards, fielding client inquiries, and documenting relevant information.

Key Responsibilities:

  • Provide effective technical support to the process, resolving client issues in a timely manner.
  • Manage transactions according to quality standards, ensuring compliance with process SLAs.
  • Field client inquiries via telephone and/or email, providing courteous and professional service.
  • Document all pertinent client information, including name, department, contact details, 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 client queries, ensuring compliance with SLAs defined in the contract.
  • Access and maintain internal knowledge bases, resources, and frequently asked questions to aid in effective problem resolution.
  • Identify and learn product details to facilitate better client interaction and troubleshooting.
  • Document and analyze call logs to spot recurring trends and 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.
  • Ensure all product information and disclosures are provided to clients before and after the call/email requests.
  • Avoid 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 product menus and facilitate better understanding of product features.
  • Troubleshoot client queries in a user-friendly, courteous, and professional manner.
  • Maintain logs and records of all customer queries according to standard procedures and guidelines.
  • Accurately process and record all incoming calls and emails using designated tracking software.
  • 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.

Requirements:

  • Process Knowledge - Knowledge of assigned process, tools, and systems.
  • Collaborative working.
  • Problem-solving and decision-making.
  • Attention to Detail.
  • Execution Excellence.
  • Client (Internal) Centricity.
  • Effective Communication.

Performance Parameters:

  • No. of cases resolved per day.
  • Compliance to process and quality standards.
  • Meeting process level SLAs.
  • Pulse score.
  • Customer feedback.
  • Productivity.
  • Efficiency.
  • Absenteeism.
  • Training Hours.
  • No. of technical training completed.

  • Product Support Specialist

    3 weeks ago

    Toronto, Ontario, Canada Apex Time Solutions Full time

    Position Summary:We are seeking a Product Support Specialist to join our team at Apex Time Solutions. This role involves providing technical assistance to our customer base, ensuring the successful delivery and support of our products. The Product Specialist will play a critical role in providing real-time support through email and phone interactions, as...

  • Product Support Specialist

    2 weeks ago

    Toronto, Ontario, Canada Apex Time Solutions Full time

    Position Summary:We are seeking a skilled Technical Support Product Specialist to join our team at Apex Time Solutions. This role involves providing technical assistance to our customer base, ensuring the successful delivery and support of our products across various industries. The Product Specialist will play a critical role in providing real-time support...

  • Production Support Specialist

    3 weeks ago

    Toronto, Ontario, Canada Ontario Inc Full time

    At Ontario Inc, we are seeking a skilled Production Support Specialist to join our team. The ideal candidate will have no degree, certificate, or diploma, but experience is an asset. Key responsibilities include:Key ResponsibilitiesEnsuring food safety and handling skills are maintainedTransporting raw materials, finished products, and packaging...

  • Product Support Specialist

    1 month ago

    Toronto, Ontario, Canada Fidelity Investments Full time

    About the RoleFidelity Investments is seeking a highly skilled Product Support Specialist to join our Product Research team. As a key member of our team, you will play a critical role in supporting the production of high-quality mutual fund analysis and expertise.Key ResponsibilitiesCollaborate with Investment Analysts to build, update, and maintain...

  • Product Support Specialist

    1 month ago

    Toronto, Ontario, Canada Fidelity Investments Full time

    About the RoleFidelity Investments is seeking a highly skilled Product Support Specialist to join our Product Research team. As a key member of our team, you will play a critical role in supporting the production of high-quality mutual fund analysis and expertise.Key ResponsibilitiesCollaborate with Investment Analysts to build, update, and maintain...

  • Product Support Specialist

    3 weeks ago

    Toronto, Ontario, Canada Apex Time Solutions Full time

    Position Overview:We are seeking a highly skilled Technical Support Product Specialist to join our team at Apex Time Solutions. This individual will play a critical role in providing technical assistance to our customer base, ensuring the successful delivery and support of our products.Key Responsibilities:Act as a Subject Matter Expert, providing guidance...

  • Product Support Specialist

    2 weeks ago

    Toronto, Ontario, Canada Fidelity Investments Full time

    About the RoleFidelity Investments is seeking a highly skilled Product Support Specialist to join our Product Research team. As a key member of our team, you will be responsible for providing critical support to our investment analysts and product directors.Key ResponsibilitiesBuilding and maintaining presentations for portfolio managers, performing data...

  • Product Support Specialist

    2 weeks ago

    Toronto, Ontario, Canada Fidelity Investments Full time

    About the RoleFidelity Investments is seeking a highly skilled Product Support Specialist to join our Product Research team. As a key member of our team, you will be responsible for providing exceptional support to our investment analysts and product directors.Key ResponsibilitiesBuilding and maintaining presentations for portfolio managers, including data...

  • IT Product Support Specialist

    3 weeks ago

    Toronto, Ontario, Canada CA007 Mercer (Canada) Limited Full time

    Job Title: Specialist - IT Product SupportDescription:CA007 Mercer (Canada) Limited is seeking a skilled Specialist - IT Product Support to join our team in Toronto. As a critical member of our application security operations team, you will play a key role in maintaining and strengthening our security posture.Key Responsibilities:Provide hands-on experience...

  • IT Product Support Specialist

    3 weeks ago

    Toronto, Ontario, Canada CA007 Mercer (Canada) Limited Full time

    Job Title: Specialist - IT Product SupportDescription:CA007 Mercer (Canada) Limited is seeking a skilled Specialist - IT Product Support to join our team in Toronto. As a critical member of our application security operations team, you will play a key role in maintaining and strengthening our security posture.Key Responsibilities:Provide hands-on experience...

  • Production Support Specialist

    3 weeks ago

    Toronto, Ontario, Canada WestRock Full time

    Job Summary:We are seeking a skilled Production Support Specialist to join our team at WestRock. As a key member of our operations team, you will be responsible for ensuring the smooth operation of our production processes.Key Responsibilities:Operate Hogger/Shredder/Unitizer equipment as directed by supervisorsMaintain good housekeeping practices and ensure...

  • Product Support Specialist

    2 weeks ago

    Toronto, Ontario, Canada Apex Time Solutions Full time

    Position Summary:We are seeking a skilled Technical Support Product Specialist to join our team at Apex Time Solutions. This role will be responsible for delivering and supporting our products across various industries in a specific region.Key Responsibilities:Provide technical assistance to our customer base through real-time support via email, phone, and...

  • Product Support Specialist

    3 weeks ago

    Toronto, Ontario, Canada Fidelity Investments Full time

    About the RoleFidelity Investments is seeking a highly skilled Product Support Specialist to join our Product Research team. As a key member of our team, you will be responsible for building, updating, and maintaining presentations for Portfolio Managers, performing data quality reviews, and maintaining fund updates.Key ResponsibilitiesBuilding and...

  • Production Support Specialist

    3 weeks ago

    Toronto, Ontario, Canada WestRock Full time

    Job Summary:We are seeking a skilled Production Support Specialist to join our team at WestRock. In this role, you will be responsible for operating equipment, maintaining a safe work environment, and ensuring the quality of our products.Key Responsibilities:Operate Hogger/Shredder/Unitizer equipment as directed by the Shipping SupervisorMaintain good...

  • Production Support Specialist

    3 weeks ago

    Toronto, Ontario, Canada Wipro Full time

    Job DescriptionRole OverviewThe Production Specialist will provide technical support to the process, resolving client issues directly or through timely escalation to meet process SLAs. Key responsibilities include managing transactions, fielding help requests, documenting user information, and updating availability in the RAVE system.Key...

  • Product Support Specialist

    2 weeks ago

    Toronto, Ontario, Canada Fidelity Investments Full time

    About the RoleFidelity Investments is seeking a highly skilled Product Support Specialist to join our Product Research team. As a key member of our team, you will be responsible for building, updating, and maintaining presentations for Portfolio Managers, performing data quality reviews, and maintaining fund updates.Key ResponsibilitiesDevelop and maintain...

  • Production Support Specialist

    3 weeks ago

    Toronto, Ontario, Canada Wipro Full time

    Job Title: Production SpecialistJob Summary:The Production Specialist will provide technical support to the process, resolving client issues directly or through timely escalation to meet process SLAs. This role involves managing transactions according to quality standards, fielding client inquiries, and documenting relevant information.Key...

  • Production Support Specialist

    3 weeks ago

    Toronto, Ontario, Canada Wipro Full time

    Job Title: Production SpecialistJob Summary:The Production Specialist will provide technical support to the process, resolving client issues directly or through timely escalation to meet process SLAs. This role involves managing transactions according to quality standards, fielding client inquiries, and documenting relevant information.Key...

  • Production Support Specialist

    3 weeks ago

    Toronto, Ontario, Canada WestRock Full time

    Job Summary:We are seeking a highly motivated and detail-oriented Production Support Specialist to join our team at WestRock. As a key member of our operations team, you will be responsible for ensuring the smooth operation of our production processes.Key Responsibilities:Operate and maintain production equipment, including Hogger/Shredder/Unitizer, to...

  • Production Support Specialist

    3 weeks ago

    Toronto, Ontario, Canada WestRock Full time

    Job Summary:We are seeking a highly motivated and detail-oriented Production Support Specialist to join our team at WestRock. As a key member of our operations team, you will be responsible for ensuring the smooth operation of our production processes.Key Responsibilities:Operate and maintain production equipment, including Hogger/Shredder/Unitizer, to...