PRODUCTION AGENT L1

Provide technical and process support by resolving client issues directly or escalating them promptly to meet service-level agreements (SLAs). The role involves handling telephone and email enquiries, documenting and tracking issues, troubleshooting product-related problems, maintaining customer records, following standard procedures, and delivering courteous customer service. The employee is also expected to identify recurring issues, update self-help documentation, complete product training, make scheduled follow-up calls, and escalate serious or unresolved issues to the team leader. Performance measures: Cases resolved per day, compliance with process and quality standards, SLA achievement, customer feedback, productivity, efficiency, attendance, and completed training hours.

Payroll (HCM) Product troubleshooting and support; designated tracking software Professional telephone and email communication Record keeping, issue tracking, documentation, SLA compliance Diagnosis, step-by-step guidance, follow-up calls and escalation