Production Support Specialist

Job Summary

The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations, and develop technical capability within the Production Specialists.

Responsibilities

• Oversee and support processes by reviewing daily transactions on performance parameters.
• Review performance dashboard and scores for the team.
• Support team members in improving performance parameters by providing technical support and process guidance.
• Record, track, and document all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions.
• Ensure standard processes and procedures are followed to resolve all client queries as per Service Level Agreements (SLAs) defined in the contract.
• Develop an understanding of processes and products for team members to facilitate better client interaction and troubleshooting.
• Handle technical escalations through effective diagnosis and troubleshooting of client queries.
• Mentor and guide Production Specialists to improve technical knowledge and skills.

Qualifications

• Education: Bachelor’s degree in a relevant field is preferred.
• Mandatory Skills: Proficiency in PostgreSQL.
• Technical Skills: Strong understanding of technical support and troubleshooting processes.
• Soft Skills: Excellent communication skills, problem-solving ability, and customer service orientation.
• Able to document trends and communicate them effectively to the team and management.
• Strong team management and mentoring capabilities.

Preferred Skills

• Experience in client relationship management.
• Familiarity with performance metrics and KPIs in a service or support environment.
• Knowledge of product features, changes, and updates relevant to the role.

Experience

• 5-8 years of relevant experience in a technical support or product specialist role.

Environment

Work setting details are not specified; typical roles may be in an office environment or hybrid model depending on the company policy.

Salary

Salary information is not provided.

Growth Opportunities

Potential career advancement opportunities are not specified.

Benefits

Benefits offered are not specified.