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. The role focuses on resolving issues promptly while adhering to service level agreements and maintaining high customer satisfaction.

Key responsibilities

• Manage client transactions and ensure they meet quality standards.
• Field incoming help requests courteously and document user information and issue details.
• Update availability in the RAVE system to support process productivity.
• Record, track, and document all queries, steps taken, and outcomes.
• Follow standard procedures 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 necessary.
• Provide product guidance, troubleshoot issues, and offer alternative solutions to retain customers.

Required profile

• Strong communication skills and a courteous phone manner.
• Ability to follow documented processes and meet SLA targets.
• Attention to detail for accurate record‑keeping.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system and related tracking software.
• Basic troubleshooting and diagnostic abilities.
• Experience maintaining knowledge bases or FAQ resources.