Agent (L1 and L2) Qualifications

- Service Provider shall commit the appropriate number of Agents who are native or Near Native in the languages specified in order to effectively provide the Services and meet WDT requirements.
- Each Agent shall have a minimum of two (2) years of call center experience
- Each Agent shall have a minimum of two (2) years of computer experience and basic computer skills
- Each Agent shall have a minimum of two (2) years of technical support experience in software or hardware companies

Agent Responsibilities

Level 1 (L1) Agent:

- Deliver high quality customer support via phone, email, chat and social media
- Assist customers in resolving technical issues
- Deliver First Call Resolution (FCR) by resolving customer issues during the first contact
- Maintain high customer satisfaction rate
- Assist customers with RMA activities

Level 2 (L2) Agent:

- Assist L1 Agents with escalations
- Coach and mentor L1 Agents
- Assist with translations
- KB creation and updates
- Update customer's product warranty

📌 Agent/ (Chennai)
🏢 MOVATE TECHNOLOGIES PRIVATE
📍 Chennai