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. The role focuses on resolving issues promptly, meeting service level agreements, and maintaining high-quality documentation.

Key responsibilities

• Manage client transactions and ensure they meet quality standards.
• Field all incoming help requests courteously and document user information.
• Record, track, and document queries, problem‑solving steps, and resolutions.
• Follow standard processes to resolve client queries within SLA limits.
• Maintain internal knowledge bases and self‑help documents.
• Identify trends from call logs and suggest preventive actions.
• Escalate serious issues to the Team Leader when needed.
• Provide product guidance, troubleshoot issues, and offer alternative solutions to retain customers.
• Schedule callbacks, gather feedback, and ensure contract compliance.

Required profile

• Strong communication skills and a courteous phone manner.
• Attention to detail for accurate documentation.
• Ability to follow procedures and meet SLA targets.
• Willingness to learn product details and undergo regular training.

Required skills

• Experience using the RAVE system or similar tracking tools.

What we offer

• Opportunities for continuous product training.
• Collaborative environment with team‑leader support.
• Potential for career growth within the support function.