FAQs
What is the primary purpose of the Production Specialist role?
The primary purpose of the Production Specialist role is to provide effective technical support to the process and actively resolve client issues either directly or through timely escalation to meet process Service Level Agreements (SLAs).
What types of client requests does a Production Specialist handle?
A Production Specialist fields all incoming help requests from clients via telephone and/or email, managing a variety of technical support queries.
How important is client documentation in this role?
Client documentation is very important; the Production Specialist must document all pertinent end-user identification information and track all queries, problem-solving steps taken, and resolutions.
What systems or tools do Production Specialists use to manage their workload?
Production Specialists update their availability in the RAVE system and use designated tracking software to process and record all incoming calls and emails.
How does the Production Specialist ensure compliance with SLAs?
The Production Specialist ensures compliance with SLAs by resolving client queries according to the defined timelines and thoroughly documenting interactions.
What types of training do Production Specialists participate in?
Production Specialists participate in product-specific training to stay current with product features and any other trainings per client requirements and recommendations.
How do Production Specialists contribute to improving service quality?
Production Specialists contribute to improving service quality by documenting and analyzing call logs to spot trends, updating self-help documents, and providing feedback to team leaders for potential training needs.
What kind of communication skills are necessary for this role?
Effective communication skills are essential, as Production Specialists must organize ideas and communicate messages appropriately to clients and team members.
What measures are used to evaluate the performance of a Production Specialist?
Performance is evaluated based on the number of cases resolved per day, compliance with process and quality standards, meeting process-level SLAs, customer feedback, and productivity metrics such as efficiency and training completed.
How do Production Specialists handle challenging client issues?
Production Specialists identify red flags and escalate serious client issues to a Team Leader in cases of untimely resolution, ensuring that complex issues are addressed appropriately.