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Production Specialist

1 month ago

Boise, Idaho, United States Wipro Full time
Job Title: Production Specialist

Role Purpose:

The Production Specialist will provide technical support to the process, actively resolving client issues directly or through timely escalation to meet process SLAs.

Key Responsibilities:
  • Manage transactions as per required quality standards
  • Field all incoming help requests from clients via telephone and/or emails in a courteous manner
  • 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 SLAs 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
  • Ensure all product information and disclosures are given to clients before and after the call/email requests
  • Avoids legal challenges by complying with service agreements
Deliver Excellent Customer Service:
  • 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
  • Accurately process and record all incoming call and email using the 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:
  • 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
Stakeholder Interaction:
  • Stakeholder Type
  • Stakeholder Identification
  • Purpose of Interaction
  • Internal
  • Team Leaders
  • Performance review
  • HR
  • Hiring and employee engagement and retention
  • Training Team
  • Capability development
  • Technical Lead
  • Training, issue escalation/resolution
  • External
  • Client
  • Query Resolution
  • Display
  • Lists the competencies required to perform this role effectively:
Functional Competencies/Skill:
  • Process Knowledge - Knowledge of assigned process, tools, and systems - Foundation to Competent
Behavioral Competencies:
  • Collaborative working
  • Problem solving and decision making
  • Attention to Detail
  • Execution Excellence
  • Client (Internal) Centricity
  • Effective Communication
Performance Parameters:
  • Process
  • No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
  • Self-Management
  • Productivity, efficiency, absenteeism, Training Hours, No of technical training completed