PRODUCTION SPECIALIST L2

As a Production Specialist L2, you will deliver effective technical support by managing client transactions and resolving issues to meet process SLAs. You are responsible for fielding incoming help requests via phone and email, documenting end-user details, and recording all queries along with problem-solving steps taken. You will access and maintain internal knowledge bases and FAQ resources to provide efficient resolutions. The role involves diagnosing client queries, guiding users through step-by-step solutions, and assisting with product navigation and feature understanding. You will analyze call logs to identify recurring issues, maintain self-help documentation, and escalate critical matters to team leaders when needed. Scheduled follow-ups and callbacks ensure compliance to SLAs and gather customer feedback. Staying current with product updates through ongoing training and partnering with team leads on learning initiatives is also part of the role.