Production Agent Level 1 – 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, meeting service level agreements, and ensuring a high level of customer satisfaction.

Key responsibilities

• Field incoming client queries through telephone and email in a courteous manner.
• Document end‑user details, problem description, and resolution steps in the RAVE system.
• Follow standard processes to resolve issues within defined SLAs.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring trends from call logs and suggest preventive actions.
• Escalate complex or time‑critical issues to the Team Leader.
• Provide product guidance, navigate clients through menus, and offer alternative solutions when appropriate.
• Schedule callbacks, record feedback, and ensure compliance with contractual obligations.

Required profile

• Strong communication skills with a courteous and professional demeanor.
• Attention to detail for accurate documentation and tracking.
• Ability to work under SLA pressure and prioritize multiple queries.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system for availability and transaction tracking.
• Experience using call‑tracking software to log and monitor interactions.