Production Specialist - Toronto, ON (Canada)

Lorven Technologies; Toronto; On-site; CAD 65,000 - 95,000; Full time

Job summary

A leading company is seeking a Production Specialist for a long-term contract in Toronto, Ontario. The role involves managing client interactions, troubleshooting issues, and maintaining quality standards. Candidates should have a Bachelor's degree in Computer Science and at least 9 years of relevant experience. This position emphasizes delivering excellent customer service and effective problem resolution.

Qualifications

• 9+ years of relevant experience required.
• Experience in managing transactions and client support.
• Knowledge of internal knowledge bases and problem-solving steps.

Responsibilities

• Support process by managing transactions according to quality standards.
• Field incoming help requests via telephone and/or emails.
• Document all client queries and resolutions.

Skills

Customer Service

Documentation

Problem Solving

Communication

Education

Bachelor's degree in Computer Science or equivalent

Job description

Our client is looking for a Production Specialist for a Long Term Contract in Toronto, Ontario, Canada (Onsite). Below are the detailed requirements:

Position : Production Specialist

Duration : Long Term Contract

Responsibilities :

1. Bachelor's degree in Computer Science or equivalent, with a minimum of 9+ years of relevant experience.
2. Support process by managing transactions according to required quality standards.
3. Field all incoming help requests from clients via telephone and/or emails in a courteous manner.
4. Document all pertinent end user identification information, including name, department, contact information, and nature of the problem or issue.
5. Update own availability in the RAVE system to ensure productivity.
6. Record, track, and document all queries received, problem-solving steps taken, and resolutions.
7. Follow standard processes and procedures to resolve client queries.
8. Resolve client queries as per the SLA’s defined in the contract.
9. Access and maintain internal knowledge bases, resources, and FAQs to aid in effective problem resolution.
10. Identify and learn product details to facilitate better client interaction and troubleshooting.
11. Document and analyze call logs to identify trends and prevent future problems.
12. Maintain and update self-help documents to speed up resolution time.
13. Escalate serious client issues to the Team Leader when necessary.
14. Ensure all product information and disclosures are given to clients before and after calls/emails.
15. Deliver excellent customer service through diagnosis and troubleshooting of client queries.
16. Provide product support, guiding users through solutions and navigating product features.
17. Troubleshoot client queries in a courteous and professional manner.
18. Maintain logs and records of all customer queries.
19. Accurately process and record all incoming calls and emails.
20. Offer alternative solutions to retain customer business.
21. Communicate effectively and follow up with scheduled callbacks.
22. Build capability to ensure operational excellence and maintain high service levels.
23. Undertake product trainings and stay current with updates.
24. Participate in team trainings and knowledge sharing.

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