PRODUCTION AGENT L1
As a Production Agent L1, you will provide frontline technical support by handling incoming client requests via phone and email. Your key responsibilities include documenting user information and issue details, tracking and resolving queries within defined SLAs, and following standard troubleshooting procedures. You will guide clients through step-by-step solutions, help them navigate product features, and maintain internal knowledge bases and self-help documents. Analyzing call logs to identify recurring trends and escalating critical issues to team leads in a timely manner is expected. You will also ensure all product disclosures are communicated properly, offer alternative solutions to retain clients, and conduct scheduled follow-up callbacks for feedback. Continuous learning through product training and self-development is essential to maintain operational excellence and superior customer service levels.