Production Specialist (Xico)

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

Responsibilities

Support process by managing transactions as per required quality standards

• 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 SLA's 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 elevate serious client issues to Team leader in cases of untimely resolution
• 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 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
• 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 callbacks to customers to record feedback and ensure compliance to contract and 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 or 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

Performance Metrics

• No. of cases resolved per day, compliance with process and quality standards, meeting process level SLAs, pulse score, customer feedback
• Self‑management: productivity, efficiency, absenteeism, training hours, number of technical trainings completed

Qualifications

• Mandatory Skills : Java Legacy Application Modernization.
• Experience: 3–5 Years.

Applications from people with disabilities are explicitly welcome.