Production Agent L1 – Customer Support

About the role

The Production Agent L1 provides technical support to clients, handling incoming calls and emails, diagnosing issues, and ensuring resolutions meet service level agreements. The role focuses on delivering courteous, efficient assistance while maintaining accurate records and knowledge base updates.

Key responsibilities

• Receive and log all client help requests via telephone and email.
• Diagnose and troubleshoot product issues, guiding users through step‑by‑step solutions.
• Document client information, problem details, and resolution steps in the tracking system.
• Escalate complex or unresolved issues to the Team Leader according to SLA guidelines.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Analyze call logs to identify recurring trends and suggest preventive actions.
• Perform scheduled callbacks to gather feedback and ensure compliance with contracts.
• Participate in product training to stay current with features and updates.

Required profile

• Strong communication skills with a courteous and professional demeanor.
• Ability to follow standard processes and meet defined quality standards.
• Attention to detail for accurate documentation and record‑keeping.
• Willingness to learn product details and continuously improve knowledge.

Required skills

• Proficiency with call handling and email support tools.
• Experience using ticketing or tracking systems (e.g., RAVE).
• Basic troubleshooting and problem‑solving abilities.