Bilingual Level 1 Support Agents
2 days ago
Level 1 Support Agents (L1):
• Provider shall staff L1 agents as agreed upon by both parties. The L1 role shall include the following responsibilities, or as otherwise agreed by both parties:
• L1 agents will be responsible for handling all customer contacts with a particular focus on technical troubleshooting and resolution.
• L1 agents shall at all times balance existing support process guidelines with the needs of the customer and engage with management and support staff as appropriate to ensure an exceptional customer support experience with every customer contact driving customer issue resolution.
• L1 agents provide feedback to help improve processes, policies, and tools for the client.
• L1 agents will participate in ongoing development of technical and support skills.
• L1 agents will promptly review and understand technical bulletins, knowledge alerts, and outage notifications.
Minimum requirements:
• Must love music
• Language proficiency as outlined in section 3.2
• Previous contact center experience
• Demonstrated technical proficiency
• Customer service oriented with excellent communication skills
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