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About the role
As a Production Support Specialist, your role is crucial in ensuring the smooth process delivery and technical support for the team. Here are your key responsibilities: - Oversee and support the process by reviewing daily transactions and performance parameters - Review performance dashboard and scores, providing technical support and guidance for improving performance - Record, track, and document all queries, resolutions, and problem-solving steps - Ensure adherence to standard processes and procedures for resolving client queries - Resolve client queries within defined SLAs and escalate serious issues to the Team Leader - Develop team members' understanding of processes/products for better client interaction - Analyze call logs to identify trends and prevent future problems - Provide product information and disclosures to clients before and after interactions - Handle technical escalations by diagnosing and troubleshooting client queries effectively - Manage and resolve technical roadblocks/escalations within SLAs and quality requirements - Escalate unresolved issues to TA & SES promptly - Provide product support and resolutions to clients in a user-friendly and professional manner - Offer alternative solutions to retain customers' business - Communicate effectively with clients and follow up to ensure compliance with SLAs - Mentor and guide Production Specialists to improve technical knowledge - Conduct trainings (Triages) to bridge skill gaps and enhance product knowledge - Stay updated with product features, changes, and updates through trainings - Identify common problems, recommend resolutions, and participate in self-learning opportunities As a Production Support Specialist, you will be evaluated based on various parameters such as process compliance, quality standards, productivity, efficiency, and capability development. The mandatory skill required for this role is PySpark Open Source. The ideal candidate should have 5-8 years of experience in a similar role. As a Production Support Specialist, your role is crucial in ensuring the smooth process delivery and technical support for the team. Here are your key responsibilities: - Oversee and support the process by reviewing daily transactions and performance parameters - Review performance dashboard and scores, providing technical support and guidance for improving performance - Record, track, and document all queries, resolutions, and problem-solving steps - Ensure adherence to standard processes and procedures for resolving client queries - Resolve client queries within defined SLAs and escalate serious issues to the Team Leader - Develop team members' understanding of processes/products for better client interaction - Analyze call logs to identify trends and prevent future problems - Provide product information and disclosures to clients before and after interactions - Handle technical escalations by diagnosing and troubleshooting client queries effectively - Manage and resolve technical roadblocks/escalations within SLAs and quality requirements - Escalate unresolved issues to TA & SES promptly - Provide product support and resolutions to clients in a user-friendly and professional manner - Offer alternative solutions to retain customers' business - Communicate effectively with clients and follow up to ensure compliance with SLAs - Mentor and guide Production Specialists to improve technical knowledge - Conduct trainings (Triages) to bridge skill gaps and enhance product knowledge - Stay updated with product features, changes, and updates through trainings - Identify common problems, recommend resolutions, and participate in self-learning opportunities As a Production Support Specialist, you will be evaluated based on various parameters such as process compliance, quality standards, productivity, efficiency, and capability development. The mandatory skill required for this role is PySpark Open Source. The ideal candidate should have 5-8 years of experience in a similar role.
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