Production Agent Level 1 – Customer Support

About the role

The Production Agent L1 provides first‑line technical support to clients, handling incoming help requests via phone and email. The role ensures issues are resolved quickly, escalated when necessary, and documented according to service level agreements.

Key responsibilities

• Receive and log all client inquiries through telephone and email, capturing detailed user information.
• Diagnose and troubleshoot product‑related problems, guiding users step‑by‑step to resolution.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Track and record all interactions in the RAVE system and designated tracking software.
• Escalate complex or overdue issues to the Team Leader while adhering to SLA timelines.
• Analyze call logs to identify recurring trends and suggest preventive measures.
• Provide accurate product information and disclosures before and after each interaction.
• Conduct follow‑up calls to gather feedback and ensure compliance with contracts.

Required profile

• Excellent verbal and written communication skills with a courteous, professional demeanor.
• Strong attention to detail for accurate documentation and data entry.
• Ability to work under defined SLA targets and prioritize multiple requests.
• Proactive attitude toward learning product details and process improvements.

Required skills

• Experience using the RAVE system for availability and productivity tracking.
• Proficiency with call and email tracking software for logging and reporting.