Production Agent L1 – Customer Support

About the role

The Production Agent L1 provides technical support to clients, handling incoming help requests via phone or email and ensuring issues are resolved within defined service level agreements. The role focuses on accurate documentation, knowledge‑base maintenance, and proactive problem‑solving to deliver high‑quality customer service.

Key responsibilities

• Field all incoming client help requests courteously through telephone and email.
• Document end‑user information, problem details, and resolution steps in the RAVE system.
• Follow standard processes to resolve queries within SLA targets and escalate complex issues to the Team Leader.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Analyze call logs to identify recurring trends and suggest preventive actions.
• Provide step‑by‑step product guidance, navigate clients through menus, and offer alternative solutions when appropriate.
• Record all interactions using designated tracking software and schedule follow‑up callbacks.
• Participate in product trainings and collaborate with team leaders to improve service delivery.

Required profile

• Experience handling client queries via phone and email in a call‑center environment.
• Strong ability to follow documented processes and meet SLA commitments.
• Excellent documentation skills and attention to detail.
• Willingness to continuously learn product details and updates.

Required skills

• Proficiency with the RAVE system or similar tracking tools.

What we offer

• Opportunities for product‑specific training and professional development.
• Collaborative environment with a focus on operational excellence.