PRODUCTION AGENT L1

Role Purpose

Process Support

• Manage transactions according to required quality standards.
• Handle incoming help requests from clients by telephone and email.
• Document end-user identification information and issue details.
• Record, track, and document queries, troubleshooting steps, and resolutions.
• Follow standard procedures and resolve client queries within contractual service-level agreements.
• Use internal knowledge bases, resources, and frequently asked questions for problem resolution.
• Identify product details to facilitate better client interaction and troubleshooting.
• Analyze call logs to identify recurring trends.
• Maintain and update customer self-help documents.
• Escalate serious client issues to the team leader when resolution is delayed.

Customer Service and Troubleshooting

• Provide product support by diagnosing questions and guiding users through step-by-step solutions.
• Assist clients with product menus and explain product features.
• Troubleshoot client queries in a user-friendly, courteous, and professional manner.