Production Agent L1 – Customer Support

About the role

The Production Agent L1 provides first‑line technical support to clients, handling incoming help requests via phone or email. The role focuses on resolving issues promptly, documenting interactions, and escalating complex cases to meet service level agreements.

Key responsibilities

• Receive and log all client inquiries, capturing detailed user information.
• Diagnose and troubleshoot product‑related problems, guiding users through step‑by‑step solutions.
• Maintain and update internal knowledge bases and self‑help documents.
• Track resolution metrics, ensuring compliance with SLA targets.
• Identify recurring issues, document trends, and recommend preventive actions.
• Escalate critical or unresolved cases to the Team Leader in a timely manner.
• Perform scheduled callbacks to gather feedback and verify issue closure.
• Participate in product training to stay current on features and updates.

Required profile

• Strong communication skills with a courteous, professional phone and email demeanor.
• Ability to follow documented processes and maintain accurate records.
• Customer‑focused mindset with a commitment to meeting SLA commitments.
• Willingness to continuously learn product details and support tools.

Required skills

• Proficiency with ticketing or tracking systems (e.g., RAVE).
• Basic understanding of troubleshooting methodologies.