Production Support Specialist

3 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 leaders 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.

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