Production Specialist L1

About the role

The Production Specialist L1 provides technical support to the process and resolves client issues directly or through timely escalation to meet process SLAs. The role covers handling incoming help requests by telephone and email, documenting them and resolving them according to agreed service levels.

Key responsibilities

• Manage transactions according to quality standards and handle incoming help requests courteously by phone and email
• Record end-user details, the nature of the problem and the steps taken, and track successful and unsuccessful resolutions
• Update availability in the RAVE system and use internal knowledge bases and FAQs to resolve client queries
• Learn product details, troubleshoot queries and guide users through step-by-step solutions
• Analyze call logs to spot recurring trends, maintain self-help documents and escalate serious issues to the team leader
• Maintain accurate logs of calls and emails, follow up on scheduled callbacks and offer alternative solutions to retain customers
• Deliver product training, take part in self-learning and share training themes with team leaders

Required profile

• 1-3 years of experience
• Mandatory skill: customer service