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 and ensuring issues are resolved within defined service level agreements. The role focuses on accurate documentation, effective problem solving, and maintaining high standards of customer service.

Key responsibilities

• Field all incoming client help requests courteously through telephone and email.
• Document end‑user details, issue nature, and resolution steps in the RAVE system.
• Follow standard processes to resolve queries within SLA limits.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring issues from call logs and propose preventive actions.
• Escalate serious or unresolved issues to the Team Leader promptly.
• Provide step‑by‑step guidance to clients navigating product menus.
• Record all interactions using the designated tracking software.
• Conduct follow‑up calls to capture feedback and ensure compliance.

Required profile

• Strong communication skills with a courteous and professional demeanor.
• Ability to diagnose technical problems and guide users to solutions.
• Attention to detail for accurate documentation and tracking.
• Proactive attitude toward learning product details and updates.
• Capability to work under SLA pressure and prioritize tasks.

Required skills

• Experience using the RAVE system for availability and tracking.
• Familiarity with call tracking software for logging queries.