Production Agent L1

About the role

The Production Agent L1 provides technical support to clients, handling incoming help requests via phone and email. The role focuses on resolving issues promptly, meeting service level agreements, and maintaining high-quality documentation.

Key responsibilities

• Manage client transactions and ensure they meet quality standards.
• Field all incoming help requests courteously and document user information.
• Record, track, and document queries, problem‑solving steps, and resolutions.
• Follow standard processes to resolve client queries within SLA limits.
• Maintain internal knowledge bases and self‑help documents.
• Identify trends from call logs and suggest preventive actions.
• Escalate serious issues to the Team Leader when necessary.
• Provide product support, guide users through step‑by‑step solutions, and offer alternative solutions to retain customers.
• Schedule callbacks, gather feedback, and ensure compliance with contracts.

Required profile

• Demonstrated ability to deliver effective technical support and troubleshoot client issues.
• Strong attention to detail in documenting client interactions and maintaining logs.

Required skills

• O2C (Transactional Accounting Services)