Production Agent L1 – Customer Support

About the role

The Production Agent L1 provides technical support to clients, handling incoming help requests via phone and email. The role focuses on resolving issues promptly, meeting service level agreements, and ensuring a high level of customer satisfaction.

Key responsibilities

• Manage client transactions while adhering to quality standards.
• Field incoming calls and emails, documenting user details and issue nature.
• Update personal availability in the RAVE system to maintain process productivity.
• Record, track, and document all queries, steps taken, and outcomes.
• Follow standard procedures to resolve client queries within SLA limits.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring issues from call logs and propose preventive actions.
• Escalate serious or unresolved issues to the Team Leader.
• Provide product guidance, navigate menus, and offer alternative solutions to retain customers.
• Schedule callbacks, gather feedback, and ensure contract compliance.

Required profile

• Excellent communication skills and a courteous phone manner.
• Strong problem‑solving ability and attention to detail.
• Ability to work under defined SLAs and follow documented processes.
• Willingness to continuously learn product features and updates.
• Team player who collaborates with leaders to improve service quality.

Required skills

• Proficiency with the RAVE system for availability management.
• Experience using tracking software to log calls and emails.