Production Agent L1

Provide technical and product support to clients by handling incoming telephone calls and emails, diagnosing issues, troubleshooting problems, and resolving queries within defined service-level agreements (SLAs). Maintain accurate records of customer interactions, track resolutions, follow standard procedures, update knowledge-base documents, and escalate serious or unresolved issues to team leaders. Deliver courteous customer service, conduct scheduled follow-ups, participate in product training, and maintain productivity and quality standards.

Mandatory skill

• Payroll (HCM)

Responsibilities and relevant skills

• Technical and product support
• Customer service and client communication
• Telephone and email query handling
• Issue diagnosis and troubleshooting
• Call logging and documentation
• SLA compliance and timely resolution
• Ticket tracking and record maintenance
• Escalation of unresolved issues
• Knowledge-base and self-help document updates
• Customer follow-ups and feedback collection
• Product training and continuous learning
• Productivity, efficiency, and quality management