Production Agent Level 1 – Customer Support

About the role

The Production Agent L1 provides technical support to clients, handling incoming help requests via phone or email. The role focuses on resolving issues promptly while meeting service level agreements (SLAs) and maintaining high customer satisfaction.

Key responsibilities

• Field all incoming client requests courteously and document user information.
• Use the RAVE system to update availability and track transactions.
• Follow standard processes to diagnose, troubleshoot, and resolve client queries.
• Escalate complex or overdue issues to the Team Leader.
• Maintain accurate logs of calls, emails, and problem‑solving steps.
• Update self‑help documents and internal knowledge bases.
• Conduct follow‑up calls to gather feedback and ensure SLA compliance.
• Participate in product training to stay current on features and changes.

Required profile

• Excellent communication skills and a courteous, professional demeanor.
• Strong attention to detail and ability to follow documented procedures.
• Capacity to work under pressure while meeting defined SLAs.
• Proactive attitude toward identifying trends and suggesting improvements.

Required skills

• Proficiency with the RAVE system for availability and transaction management.
• Experience using tracking software for call and email logging.
• Ability to navigate product menus and use internal knowledge bases.