PRODUCTION SPECIALIST L1

Provide effective technical support to client processes, handle incoming help requests via telephone and email, document user information and issues, update availability in systems, resolve queries per contract SLAs, access internal knowledge bases, learn product details to aid troubleshooting, document call logs, identify trends, maintain self-help resources, escalate serious issues to a Team Leader, ensure product disclosures are provided, and deliver excellent customer service through diagnostic guidance and step-by-step solutions; participate in trainings and work to maintain operational excellence and high customer service standards.