PRODUCTION SPECIALIST L3

Production Specialist L3 responsible for providing effective technical support to resolve client issues, handling inquiries via phone/email, documenting user information and problem details, and following defined SLAs. Duties include diagnosing and troubleshooting client queries, updating and utilizing knowledge bases, escalating issues to team leaders when needed, maintaining self-help documents, recording call logs and resolutions, guiding users through step-by-step solutions, and delivering excellent customer service while ensuring compliance with service agreements. Role emphasizes understanding product details, staying current with features, participating in trainings, and collaborating with teammates to maintain operational excellence and high client satisfaction.