Production Agent (Level 1) – Customer Support

About the role

The Production Agent (Level 1) provides technical support to clients, handling incoming help requests via phone or email. The role ensures issues are resolved promptly, meeting service level agreements while maintaining high customer satisfaction.

Key responsibilities

• Manage client transactions and support requests according to quality standards.
• Field incoming calls and emails, document user information and problem details.
• Record, track, and document all queries, steps taken, and resolutions.
• Follow standard processes to resolve client issues within SLA limits.
• Maintain internal knowledge bases and self‑help documents.
• Identify trends from call logs and suggest 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

• Strong attention to detail and ability to follow documented procedures.
• Excellent communication skills, courteous and professional demeanor.
• Capability to analyze call trends and suggest improvements.
• Willingness to participate in product trainings and continuous learning.

Required skills

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