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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